Technical Account Manager SaaS- Colombia Remote at Ellucian in CO

Job description

• As a Technical Account Manager at Ellucian, you will serve as a strategic advisor and orchestration lead for higher-education institutions undergoing SaaS transformation and modernization. With the rise of AI/automation and cloud-native operations, you will guide customers in evolving their technology and processes — from legacy models to modern, intelligent service delivery. You will align Ellucian’s SaaS platform, AI/ML capabilities and service-delivery ecosystem to institutional priorities, delivering measurable outcomes around modernization, process efficiency and student lifecycle success.

Responsibilities

• Where you will make an impact
• Customer Ownership & Strategic Engagement: Be the designated technical leader for a portfolio of higher-education accounts. Build trusted relationships with executive, IT, academic and operations stakeholders. Proactively engage to understand strategic priorities, define value outcomes and shape the customer modernization roadmap.
• Modernization Leadership: Drive customer modernization by assessing current state, defining desired future state (cloud-native, SaaS operations, API/integration maturity, process automation), and executing the transition roadmap. Help decommission legacy infrastructure, adopt new solutions and modules, integrations, workflows and best practices.
• AI & Service-Process Orchestration: Design and operationalize AI-enabled workflows and service-delivery processes: e.g., predictive risk alerting, automated remediation, intelligent routing, usage-based insights. Partner with internal AI/data science/product teams to introduce, integrate and scale intelligent features, and translate model outputs into customer actions.
• Technical Architecture & Guidance: Understand and guide how Ellucian’s SaaS applications, integrations, APIs and cloud services operate together to meet institutional needs. Provide best-practice advice on architecture, performance, scalability, security, cost-optimization and operational excellence in the SaaS era.
• Incident, Escalation & Resilience Management: Lead high-priority issue resolution, coordinate across support, engineering and customer teams, employ AI-based diagnostics and log-analysis tools, and drive continuous improvement in service reliability and customer confidence.
• Value Insight & Optimization: Use telemetry, usage analytics, machine-learning models and other data-driven tools to surface gaps, predict risk (e.g., churn, non-usage), and recommend proactive interventions, optimization opportunities and cost-saving strategies.
• Cross-Functional Collaboration & Advocacy: Serve as the customer’s voice within Ellucian: coordinate across product, delivery, implementation, sales and support teams; ensure seamless customer experience; feed customer feedback into product roadmaps; drive internal readiness for modernization initiatives.
• Outcome-Driven Performance: Drive attainment of key customer metrics — usage growth, modernization milestones, SLA/SLO compliance, CSAT/NPS, renewal and expansion. You will manage your account health and lead regular executive business reviews.

Requirements

• Minimum of 3-5 years in a technical customer-facing or account management role in a SaaS, EdTech or higher-education environment.
• Proven experience in a SaaS/cloud context (AWS, Azure, GCP) — including services delivery, monitoring, integrations/APIs, cloud-native operations.
• Experience designing and/or operating AI-driven workflows, automation, predictive analytics, intelligent routing or similar.
• Familiarity with generative-AI tools and workflow automation (e.g., GPT-based assistants) to streamline tasks and drive productivity.
• Hands-on familiarity with monitoring/log-management tools (e.g., Datadog, Amazon CloudWatch, NewRelic), and service-management/ITSM frameworks (ITIL, ITSM).
• Strong interpersonal, communication and relationship-building skills. Ability to translate complex technical jargon into business outcomes for both technical and non-technical stakeholders.
• Proven ability to manage multiple stakeholder relationships and priorities in a fast-paced environment, drive transformation initiatives and deliver measurable outcomes.
• Knowledge of higher-education institutional workflows (student lifecycle, registration, learning management, finance) is a strong plus.
• AWS certification(s) strongly preferred; experience managing Linux systems and OSI-layer knowledge are also advantageous.

Skills

Required

• SaaS/cloud context (AWS, Azure, GCP)

Preferred

• AWS certification(s)
• Experience managing Linux systems
• OSI-layer knowledge

Benefits

• Comprehensive health insurance reimbursement
• Life insurance
• Wellness benefits
• 17 workdays vacation
• Christmas bonus payout in June & December
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 5 charitable days to support the community that supports us
• Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
• Parental leave.
• Employee referral bonuses to encourage the addition of great new people to the team
• Options
• Submit a Referral Refer
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