Education Transformation Leader

hace 5 días

Colombia Ellucian Company L.P. A tiempo completo
About the Opportunity

The role of Cloud Services Delivery Manager is a strategic position that requires strong leadership and customer relationship management skills.

As the primary point of contact for assigned customers, you will be responsible for overall delivery and strategic planning, ensuring seamless internal team coordination and growing each customer's confidence in Ellucian's services.

This tech-savvy role demands strong ownership of the customer base, with a deep understanding of IT systems supporting the end-to-end experience across the customers' value chain.

Key Responsibilities:

  • Customer advocacy and adherence to contract dates/scope, customer peak process periods, primary contacts, and customer preferences/strengths/weaknesses
  • Understanding of the customer environment and how applications/integrations work together
  • Servicing as the owner for delivery of status to the customer of any/all Ellucian projects
  • Coordination across Ellucian teams to provide a seamless experience to the customer
  • Delivery of incident summary reports and root cause analysis to the customers as appropriate
  • Tactical and technical planning execution of the roadmap – status, schedule, and coordination for all planned work
  • Customer escalations
  • Creation and ownership of the annual plan/operating roadmap
  • Identifying trends and preventing issues from occurring by being proactive
  • Acting as a technical liaison between customers, service engineering teams, and support
  • Ensuring clear, effective, and timely communications, interactions, assignments, details, and actions
  • Collaborating and communicating with multiple internal teams to ensure positive customer support
  • Managing priorities across multiple customers
  • Attainment of SLAs
  • Meeting responsiveness targets for planned and unplanned work
  • Completing scheduled work on time and getting customer validation feedback
  • Responsibility for customer enablement regarding any changes to services
  • Participation in sales to delivery calls and transition meetings prior to go live
  • Participation in scheduled scrums meetings to ensure quality communications and prioritization of work requests
  • Understanding and leveraging the application compatibility matrix in advance of planning work
  • Working business hours of assigned region (customer portfolio)
  • Adherence to Cloud ITSM practices and standardization
  • Other duties as assigned

Required Skills and Qualifications:

  • 3+ years customer-facing experience managing customer relationships in a technology field
  • Possessing superior verbal and written skills and a high attention to detail
  • Project management background
  • Multiple years of experience in dealing with IT systems that support the end-to-end experience across the customers' value chain
  • Being highly motivated to gaining conceptual technical knowledge of the product portfolio
  • Possessing analytical and technical problem-solving skills
  • Being innovative and hardworking, focused on improving the customer experience
  • Having strong relationship management skills
  • Must have the ability to work independently
  • Must be willing to be a self-learner and be highly motivated with an ability to prioritize and meet defined deadlines
  • Being a team-oriented individual who values opportunities to grow your skillset
  • Having the ability to multi-task under pressure
  • Possessing a logical approach with the ability to organize and structure information, extract relevant information, and the confidence to ask questions for clarification

Benefits:

  • Comprehensive health insurance reimbursement
  • Life insurance
  • Wellness benefits
  • 17 workdays vacation
  • Christmas bonus payout in June & December
  • Thrive Flex Program allowing contribution towards health, financial or learning interests
  • 5 charitable days to support the community
  • Diversity and inclusion programs promoting employee resource groups
  • Parental leave
  • Employee referral bonuses to encourage the addition of great new people to the team

$120,000 - $150,000 per year, depending on location and experience.

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