Senior Service Enablement Manager

  • Ellucian
  • Reston, VA, USA
  • Oct 03, 2021

Job Description

Employee Type: Full - Time Ellucian designs technology that powers the educational mission of colleges and universities around the world. Inspired by that goal, Ellucian employees thrive as part of a high-performing global team committed to delivering a modern, connected, industry-leading experience for today’s students and higher education institutions. More than 2,500 institutions in 50 countries around the world look to Ellucian for the ideas and insights that will move education forward, helping people everywhere discover their futures through learning. The Service Enablement Manager is responsible for executing and delivering on several key processes in support of Ellucian Cloud for sales, onboarding, delivery assurance, new service enablement, cost model development, service catalog management and communications internally and with customers about services offered in the Ellucian Cloud. These responsibilities include proper responsiveness to issues and requests, contributing to the development and adherence to team metrics, and ownership of escalated and high priority items. The position will collaborate directly with teams across the business to develop and execute processes to support the Cloud business to ensure solutions are properly defined, scoped and documented. The key mission of this team centers around partnering and collaborating with other business units within Ellucian, external 3rd parties, and customer representatives to ensure solutions for cloud are consistent with customer experience expectations, company & product strategy, pricing, architecture and delivery practices. The role includes communication and collaboration with business partners and execution of day to day operations. A high level of technical execution and meeting requirements for responsiveness, quality and completeness. All members of the team must have strong critical thinking skills as you apply to troubleshooting, team and work management, and teams and products supported. The key skills you will use daily are leadership, time management, work management, technical troubleshooting skills, technology stack knowledge, Ellucian and partner product understanding, problem solving skills, and customer service expertise. Education & Experience: B.S (Computer Science/Engineering) or equivalent preferred. Other qualifications with adequate experience will be considered. Proven professional and technical experience with at least 5 years of industry experience Prior experience collaborating across multiple business units Prior experience in a customer facing role managing and mitigating escalations Prior experience with Ellucian products, solutions, and services Requirements: Experience in technical support of sales, pre-sales, or solutions architecture Experience working with partners/customers regarding service delivery solutions Proven ability to collaborate across the business in order to achieve successful customer and company outcomes Strong presentation, verbal and written skills, excellent customer service, as well as high attention to detail Experience working in global teams Experience working with multiple software platforms relevant to higher education Experience contributing to a team with defined goals, objectives and directives Ability to work cohesively with varying teams, priorities and personalities to accomplish company goals Strong analytical and technical problem-solving skills Willingness to engage in process improvement and developing new efficient means of execution Strong ability to adapt and learn quickly Ellucian provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Ellucian complies with all laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Ellucian expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Ellucian employees to perform their job duties may result in discipline up to and including discharge.