Program Director, Advisory Services | ERP, SIS & CRM Implementations | Remote

About Ellucian Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,800 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 Ellucian is seeking a talented individual to serve as a Program Director to support customers contracting with Success Services-Advisory Services including Solution Advisory, Flexible Advisory, and Technology Support throughout the duration of their contracts. This role combines program management, with customer engagement and support, collaborating with Ellucian account teams to help customers maximize the value of their advisory services. The ideal candidate will help identify customer objectives and priority needs, request and manage resources for service delivery, meet regularly with the customer to discuss progress towards objectives and outcomes, manage and address service delivery challenges and escalations, align customer expectations to service delivery, and drive positive outcomes with the intent on service renewal. Where you will make an impact

• Customer Relationship Management: Build and maintain strong, long-term relationships as the primary point of contact for all advisory services, work to identify customers goals and expectations, align customer expectations to SOW/delivery, serve as an advocate working towards ensuring a positive customer experience with the service.
• Customer Portfolio Management: Depending on current contract needs, effectively manage/prioritize a portfolio of 1 critical customer or, alternatively, be assigned to assist 20–25 high/medium tier (strategic) customers, working towards high-quality service delivery across multiple engagements at customer sites.
• Project and Resource Management: Accountable and responsible for adhering to contract date/scope, working closely with service and resource managers to ensure project information is communicated and resources are assigned for service delivery, and apply general project management disciplines such as quality, risk, and resource management.
• Service Delivery Oversight: Collaborate and coordinate across Ellucian teams on the execution of contracted services by identifying and addressing delivery issues and aligning customer expectations with service capabilities.
• Issue Resolution & Support: Proactively resolve service-related issues, facilitate support processes, and drive solutions to enhance customer satisfaction.
• Data Analysis & Optimization: Analyze customer utilization data to identify trends, improve service effectiveness, and enhance the likelihood of successful renewals.
• Strategic Growth & Upselling: Identify opportunities for upselling, cross-selling, and renewals by demonstrating the value of advisory services and aligning them with customer needs.
• Meetings & Documentation: Meet regularly with customers to review project status, maintain records of customer interactions including active resource assignments and budget (time) consumption, and key insights to drive continuous improvement.
• Referrals & Follow-Ups: Identify customers that may referenceable to speak positively about their experience with the service, provide outcomes and positive experience statements that recognize the delivery team efforts in delivering the service, and maintain proactive engagement with customers to sustain long-term satisfaction.

What you will bring

• 10+ years of higher education leadership experience with Ellucian ERP environments
• Either 8+ years serving as a delivery lead or 5+ years as project/engagement/program manager equivalent role
• 6+ years technical or capabilities experience with Ellucian application portfolio including, but not limited to: Insights, Experience, Data Connect, Banner and Colleague ERP
• Superior listening, verbal and customer relationship management skills
• Highly motivated to gain general knowledge of current updates, known issues, or new releases/updates to the Ellucian portfolio
• Strong organizational management skills to working independently on multiple concurrent/competing priorities and activities
• Additional Experience preferred:
• Project Management foundation (intermediate/advanced)
• Advanced knowledge of Salesforce-PSA Project Management (project management, resource management, budget utilization, reporting)
• Knowledge of current Advisory Services (Premium Services) offering catalog

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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