Senior Customer Success Manager

hace 2 semanas

Colombia Ellucian A tiempo completo
Unlock Learning for All

Educational institutions worldwide are embracing the power of technology to empower student success. At Ellucian, we're committed to helping them achieve this goal by providing innovative solutions that support the entire student lifecycle.

About Us

We're a global leader in EdTech, serving over 2,900 customers and reaching more than 22 million students across 50 countries. Our mission is to power education so institutions can unlock learning for all.

Our Values

We're driven by a shared vision of transformation, which guides our approach to innovation, growth, and humanizing our interactions with customers. We believe in leading, innovating, and growing together as a team.

The Opportunity

We're seeking a highly motivated Cloud Services Delivery Manager to join our team. As the primary point of contact for assigned customers, you'll be responsible for delivering seamless internal team coordination and growing each customer's confidence in the delivery of Ellucian's services as they move to the cloud.

Key Responsibilities
  • Be the customer advocate and ensure adherence to contract dates, scope, and customer preferences.
  • Understand the customer environment and how applications/integrations work together.
  • Coordinate across Ellucian teams to provide a seamless experience to customers.
  • Deliver incident summary reports and root cause analysis to customers as needed.
  • Tactical and technical planning execution of the roadmap – status, schedule, and coordination for all planned work.
  • Customer escalations and issue resolution.
  • Creation and ownership of the annual plan/operating roadmap.
  • Identify trends and prevent issues from occurring by being proactive.
  • Act as a technical liaison between customers, service engineering teams, and support.
  • Ensure clear, effective, and timely communication with customers and internal teams.
  • Manage priorities across multiple customers and meet responsiveness targets.
  • Responsible for attainment of SLAs and completion of scheduled work on time.
What You'll Bring
  • 3+ years customer-facing experience managing customer relationships in a technology field.
  • Superior verbal and written skills and high attention to detail.
  • Project management background and experience dealing with IT systems supporting end-to-end customer experiences.
  • Highly motivated to gaining conceptual technical knowledge of the product portfolio.
  • Analytical and technical problem-solving skills, along with innovative and hardworking focus on improving the customer experience.
  • Strong relationship management skills – Soft Skills.
  • Able to work independently, be a self-learner, and prioritize meeting defined deadlines.
  • A team-oriented individual who values opportunities to grow your skillset.
  • Able to multi-task under pressure and possess a logical approach to organizing information.
What Makes #Ellucianlife
  • Comprehensive health insurance reimbursement.
  • Life insurance.
  • Wellness benefits.
  • 17 workdays vacation.
  • Christmas bonus payout in June & December.
  • Thrive Flex Program for 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.

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