Manager, Cloud Assurance MUST have Ellucian Banner/higher ed exp) REMOTE- ANYWHERE IN US

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Category:

  • Admin – Information Technology – IT Manager/Director
  • Admin – Information Technology – Programmer/Analyst

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LOCATION – REMOTE from home – ANYWHERE in US

TYPE – F/T Salaried PLUS yearly bonus

About the opportunity

The Manager of Cloud Assurance (Banner) at Ellucian is a key management role for our Cloud customers.  The regional Cloud Assurance Manager team reporting to you are customer-facing and will be responsible for driving adoption of Cloud’s forward-planning support model, negotiating work orders with technical support and managing customer relations.  You will be responsible for ensuring the highest quality of delivery by working with the leader team to define and achieve team goals.  Success will be measured by key performance indicators.  You are responsible for building/supporting your regional team and will also serve as a point of customer escalation for Ellucian Cloud offerings. 

Where you will make an impact

*    Responsible for customer delivery within assigned region  

*     Always know the following detail about their region:

o    Current Customers
o    Contract dates
o    Contract scope
o    Customers in Pipeline
o    Coaching or mentoring needs of team

*     Be aware of and drive solutions for:

o    Escalations for customers in region
o    Potential service gaps
o    Reported poor planning/communications
*     Ensure team is continually driving adoption by the customers of the operational roadmap:
o    Drive assurance excellence leading to a positive customer experience
o    Ensure team is adequately trained to manage their customer portfolio
o    Identify process gaps and participate and own improvements
o    Ensure high customer satisfaction experience
o    Hold staff accountable for adherence to Cloud ITIL practices

*     Communicate with entire team on the goals, objectives and directives of the entire Cloud Business Unit
*     Accountable for measuring individual/team performance against defined KPIs
*     Serve as an escalation point for team members, customers, and the Customer Success Organization
*     Responsible for cross-team collaboration with teams within Cloud and across Ellucian 
*     Validate technical teams are meeting metric requirements for responsiveness, quality & completeness
*     Be aware of team culture and drive positive cultural adoption 

What you will bring

  • Proven technical and/or functional knowledge of Banner ERP
  • Proven professional and technical experience with 5+ years of industry experience
  • Knowledge of Higher Education Processes, Policy and Procedures
  • Project management and risk mitigation experience
  • Proven work ethic and critical thinking skills; show casing collaborative results in a fast-paced, high-volume, matrixed organization
  • Proven ability to quickly summarize and communicate complex information for multiple audiences. 
  • Possesses strong sense of ownership and understanding of customer priorities to ensure positive outcomes
  • Experience being flexible and versatile while driving to customer-focused solutions
  • Experience managing a team toward defined goals, objectives and directives
  • Must also be able to structure and facilitate meetings
  • Superior presentation, verbal and written skills, excellent customer service, as well as high attention to detail
  • B.S. or equivalent preferred. Other qualifications with adequate experience will be considered.
  • Must be willing to support CST/PST clients too

What makes #Ellucianlife

  • Comprehensive health coverage: medical, dental, and vision
  • Flexible time off 
  • 401k & Bright Plan – to help you save for the future
  • 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
  • We Foster a learning culture with:
  • Tuition Reimbursement Assistance
  • Professional development opportunities

#LI-MR1

#LI-REMOTE

Additional Information:

Req ID: 2477
Hiring Type: Full – Time
Level of Experience: Management/Sr. Management
Remote: Yes
Travel Required: None


Ellucian is an equal opportunity employer and does not discriminate or allow discrimination on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. Ellucian promotes affirmative action for minorities, women, disabled persons and veterans.

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