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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing customer journey processes and implementing AI-enabled platforms to enhance customer success and operational efficiency. Proven ability to drive cross-functional collaboration and optimize workflows in a high-volume SaaS environment.
Highest-signal resume keywords
Customer Journey ManagementAI-Enabled Platform ImplementationIntercom OptimizationProject ManagementWorkflow Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer OperationsAI MindsetProcess ImprovementData AnalysisRequirements Translation
Soft Skills
Influencing Without AuthorityTraining and DocumentationCross-Functional Collaboration
Tools & Technologies
PlanhatGainsightFin AIClaude Co-workCloud-Based IT Service Desk
Industry Keywords
SaaS EnvironmentHigh-Tech OperationsCustomer SuccessTechnical SupportRevenue Operations
Tech Stack
Tools & technologiesCloudTypeScript
About the role
Key responsibilities & impact- Own end-to-end customer journey processes across Customer Success, Preferred Partner, and Technical Support teams
- Define and implement process improvements with Customer Journey leadership and cross-functional stakeholders
- Own customer journey maps and flow charts
- Implement and manage a next-generation CS platform with AI-enabled outreach, health scoring, playbooks, reporting, and accountability
- Optimize and manage Intercom and Fin AI
- Measure and continuously improve AI effectiveness with Product Marketing, RevOps, and Customer Success
- Implement and manage a cloud-based, AI-enabled IT service desk
- Improve visibility into customer issues, resolution status, escalations, and operational metrics
- Drive adoption of new tools and processes through documentation, training, effective dates, monitoring, and accountability
- Own reporting for Customer Success, Support, and Preferred Partners, translating data into root causes and leadership actions
- Partner with Revenue Operations on handoffs, AI strategy, tooling, requirements, acceptance testing, adoption, and shared roadmaps
- Maintain the customer journey map and cross-team project plan
- Launch a cloud-based IT service desk with agentic AI workflows and two-way CS/Technical Support visibility
- Improve Technical Support SLAs, outcomes, and CS/TS auto-resolution rates
- Launch a single-pane-of-glass CS platform with agentic AI workflows, health scores, and management visibility into CSM follow-through and retention trends
Requirements
What you’ll need- 7–10 years in Customer Operations or a related operations role in a high-tech, high-volume SaaS environment
- Hands-on experience implementing and managing an AI-forward CS platform in a high-volume tech-touch environment (Planhat, Gainsight, etc.)
- Direct experience with Intercom and managing and optimizing Fin AI with complex queries
- Experience with Claude Co-work and enterprise skill building for CS workflows
- Track record of building new workflows from scratch, managing them through cross-functional launch and adoption, and refining them over time
- Experience translating business needs into clear requirements for internal and external partners
- Strong project management skills
- Eastern Time Zone
- Ability to travel monthly for in-person sessions
- AI and automation mindset
- Ability to drive programs across Revenue Operations, Customer Success, Technical Support, Product, and Partner teams
- Ability to write clear requirements for systems not owned directly and influence without direct authority
- Ability to stand up new workflows, platforms, and programs in a fast-paced, high-volume environment
Benefits
Comp & perks- Bonus eligibility
- Equity eligibility
- Competitive compensation
- Excellent benefits
- Opportunity to make a real impact on cybersecurity and defense compliance