Unlock Learning For All
Here at Ellucian, we are motivated by a mission - power education so institutions can empower student success. We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over 22 million students in 50 countries. We are dedicated to helping higher education unlock learning for all by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.
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.
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About the Opportunity
The General Manager (GM) position requires a knowledgeable IT executive with experience working and interacting with higher education executives and administrators. The ability to manage an outsourcing relationship within the highly sensitive and high expectation environment of higher education is critical. This position must be able to work closely with customers and site staffs to achieve local goals and ensure customer satisfaction. This will often require the ability to have strategic conversations with college and university executives about higher education issues while communicating the value and ROI of the outsource engagement. The General Manager takes a consultative approach to client relationship management, working holistically to better understand the alignment and direction of Ellucian products and solutions to best meet customer's goals and offering best practices for product usage.
Where you will make an impact
- The GM will manage multiple outsourcing engagements which include full or significant portions of higher education IT departments at universities and colleges.
- Clients can range from community colleges to religiously affiliated universities.
- The GM will manage multiple Chief Information Officers and IT Directors who are resident at our client sites.
- The GM will handle personnel recruiting and evaluations, as well as, mentoring and development activities.
- Foster a strong understanding of our products and configuration options and their application to customer business needs by engaging in collaborative and synergistic strategic initiatives that promote cross-organizational success.
- Work with Sales, Research and Development, and Professional Services to understand the business goals to sustain growth and profitability by identifying areas of improvement to maximize value.
- Demonstrate product value by providing customers with best practice recommendations for continued optimization in line with their business needs.
- Deescalate problems or challenges raised by the customer, offering solutions to mitigate churn risk.
- Advocate for customer needs and issues cross-departmentally.
- Stay updated on product changes, best practices, and shifts in the higher education industry to meet customers' needs.
- Analyze customer data to improve customer experience.
- Evaluate, facilitate, and improve customer training and other communication infrastructure.
- Update internal tracking systems in a timely and accurate manner for cross-departmental visibility and reporting.
- Draft and submit responses to customer RFPs with support from Marketing.
- This is a travel position. At least 75% travel required.
What you will bring
- The successful candidate must have broad direct and relevant knowledge of higher education with the ability to be sensitive and tactful.
- A strong focus on customer service with the ability to pay attention to short and long term deliverables is a must.
- Skilled in analytical and logical reasoning to discover areas for optimization, identifying useful information to support decision-making and optimize Net Retention.
- Staying updated on product changes, best practices, and shifts in the higher education industry to meet customers' needs.
- Expertise in monitoring and owning Budget and P&L.
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 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
- We Foster a learning culture with:
- Education Assistance Program
- Professional development opportunities
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