Technical Account Manager (Hybrid - Reston, VA Office)

Ellucian•Reston, VA

3d•Hybrid

About The Position

The Technical Account Manager (TAM) is a strategic advocate for customers, combining technical expertise with relationship skills to serve as a trusted advisor. In this role, you will guide higher education institutions throughout their SaaS transformation, coordinating across internal teams to align Ellucian’s capabilities with institutional priorities and outcomes. As AI technologies reshape service delivery and engagement, you will apply intelligent systems to anticipate needs, personalize support, and proactively drive strategic results.

Requirements

Minimum of 3 years of experience in a technical customer-facing role, such as technical account management, solutions consulting or service delivery, preferably in a SaaS company, EdTech, or higher education.
AWS certification(s) strongly preferred.
Familiarity with SaaS environments (e.g., AWS, Azure, GCP) and how services are delivered, monitored, and supported.
Familiarity with monitoring and log management tools (e.g., Datadog, Amazon CloudWatch, NewRelic).
Experience designing or implementing AI-driven workflows (e.g., predictive analytics, intelligent routing, automated reporting).
Ability to leverage generative AI tools (e.g., GPT-based assistants) to streamline workflows, automate routine tasks, and improve efficiency
Strong relationship-building, communication, and problem-solving skills.
Ability to understand and explain technical concepts to both technical and non-technical audiences.
Familiarity with enterprise tools and systems such as ServiceNow, Sales Force, Jira, Confluence, or equivalent platforms.
Understanding of service management frameworks (e.g., ITSM, ITIL) and how they apply in a cloud-based setting.
Highly organized and adaptable, with the ability to manage multiple customer relationships and competing priorities in a fast-paced environment.

Nice To Haves

Understanding of institutional workflows and student lifecycle processes in higher education is a plus.
Experience managing Linux systems and knowledge of the OSI layer strongly preferred.

Responsibilities

Account Ownership & Customer Engagement: Serve as the designated technical contact for assigned accounts, build strong relationships, and maintain regular communication with customer stakeholders.
Technical Guidance: Understand the customer’s SaaS platform and how applications, integrations, and APIs work together to meet the customer objectives and strategic goals.
Issue Resolution & Escalation Support: Partner with support and engineering teams to resolve technical issues and ensure timely follow-up, especially in high-priority or escalated situations. Use AI-based diagnostic tools and log analysis platforms to accelerate root cause identification and resolution. Lead incident and escalation responses as the main technical point of contact to achieve customer business outcomes.
Customer Strategy & Insights: Translate customer objectives into actionable plans, using AI-powered insights to identify risks and surface opportunities. Align Ellucian products and services with institutional strategies.
Cross-Functional Collaboration: Coordinate across internal teams, including product, delivery, implementation, sales, and support, to ensure a seamless customer experience and advocate for customer needs.
Reporting & Optimization: Apply AI and machine learning models to detect service patterns, predict risk, and recommend proactive interventions. Optimize solutions to deliver customer value, reduce costs, and align with Ellucian’s financial objectives.
Goal-oriented outcomes: Drive attainment of SLAs, SLOs, CSAT, NPS, ITSM adherence, and other key performance indicators.

Benefits

Comprehensive health coverage: medical, dental, and vision
Flexible time off
Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
401k w/ match & BrightPlan - to help you save for the future
Parental Leave
5 charitable days to support the community that supports us
Telemedicine
Wellness
Headspace Care (mental health)
Wellbeats (virtual fitness classes)
RethinkCare & Wellthy– caregiver support
Diversity and inclusion programs which provide access to internal employee resource groups
Employee referral bonuses to encourage the addition of great new people to the team
Education Assistance Program
Professional development opportunities