Manager, Product Support (Banner HR, 100% remote)

About Ellucian

Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,900 customers across 50 countries and serving over 20 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, from student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners, and user community of more than 45,000 provide best practices leading to greater institutional success and achieving better student outcomes.

Values Rooted in Purpose

We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.

About The Opportunity

About the Opportunity

As a Manager of Product Support, you are responsible for leading a team of Ellucian’s world-class,

award-winning customer support analysts, and contributing to ideas for the organization that will yield

successful outcomes for our customers and their constituents. You are flexible, an active collaborator, and

comfortable both with a fast pace of change and with continuously managing change effectively with your

team. You will expertly guide customers and employees alike through their transformation journey to

modern SaaS solutions while remaining sensitive to their current needs. Reporting directly to a Director of

Product Support, you will work with your immediate colleagues as needed to share the experiences of

your team members and customers, which informs potential departmental process changes and new

initiatives. You will partner with your peers across Ellucian in R&D, Product, Cloud and Professional

Services to bring about better results for our customers and streamlined processes for our staff.

Where you will make an impact

• Provide strong leadership to a team of seasoned and/or junior support professionals, some with decades of experience at Ellucian and customer insights, while soliciting ideas and input from those working most closely with our customers.
• Design and implement strategies for onboarding and mentoring junior staff effectively as we continue to build out a worldwide organization with differentiated support.
• Work with leadership at customer sites and throughout Ellucian to deliver thoughtful and timely support for escalated and urgent issues and use the learnings from that to inform process and delivery changes to prevent future escalations.
• Recognize gaps in staff and customer enablement on solutions or technologies, and drive change to address them.
• Motivate your teams to embrace change and celebrate successes, building on existing deep cultural roots around collaboration and customer focus.
• Champion efforts to improve self-service for customers, to automate routine tasks, and, generally, to move to proactive rather than reactive support.
• Be aware of and possibly participate in initiatives to pivot our support model and focus onto SaaS while keeping up the high support standards our on-premise and managed cloud customers expect and deserve.
• Sponsor with your peers in R&D and Product initiatives that will enhance the supportability and ease-of-use of Ellucian’s current and planned solutions.
• Provide direction to your team that ensures they routinely meet or exceed our metrics targets around support outcomes.
• Work with your employees, your peers, and fellow department leaders to you identify and correct areas of delivery where we need to improve, and to bring ideas for improvements to the broader team.
  
  

What You Will Bring

• Expertise in one or more Ellucian product domains
• Experience in a customer-facing role, ideally in the higher education domain or at a university.
• Excellent communication skills for interacting with a wide variety of audiences from executives to individual contributors both at Ellucian and at customer sites.
• A genuine concern for the well-being of the employees in your charge.
• A passion for helping our customers meet and exceed their business goals.
• Enthusiasm for change and leading others through change day-in and day-out.
  
  

What makes #Ellucianlife

• 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 supporq
• 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
• We Foster a learning culture with:
• Education Assistance Program
• Professional development opportunities