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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in product operations and customer success, with a strong focus on managing client relationships, technical account management, and leading teams to achieve performance goals. Proficient in overseeing technical integrations and migrations while ensuring effective communication across departments.
Highest-signal resume keywords
Product Operations ManagementCustomer Success StrategyTechnical Account ManagementStakeholder ManagementData-Driven Decision Making
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Product OperationsCustomer SuccessTechnical Account ManagementData MigrationManual IntegrationsInstitutional Repository ManagementDigital ScholarshipResearch Information ManagementSaaS ExperienceEdTech Experience
Soft Skills
People LeadershipCommunication SkillsJudgmentMentoringCollaboration
Tools & Technologies
Digital CommonsCustomer Relationship Management (CRM) ToolsProject Management Software
Industry Keywords
SaaSEdTechScholarly PublishingHigher-Education TechnologyClient Risk Management
About the role
Key responsibilities & impact- Lead the Product Operations team and be accountable for its performance and results
- Partner with Sales to evaluate prospective clients for product fit and support sales-to-launch handoffs
- Own new client setup momentum toward on-time, well-supported launches
- Facilitate product introductions for new institutions
- Ensure technical resources and support for legacy repository and content migrations
- Oversee manual integrations and specialist technical work outside standard Consulting Services scope
- Manage the post-sales customer lifecycle, including assistance, renewals, upsell, cross-sell, training, and offboarding
- Track product usage and customer health to improve engagement and platform value
- Coordinate cancellation save efforts and develop mitigation plans for at-risk accounts
- Advise Product on feature and fix design, functionality, rollout, and roadmap decisions
- Communicate upcoming projects and major system issues to clients
- Improve workflows and procedures and guide implementation plans
- Develop departmental plans, set priorities, allocate resources, and execute the department business plan
- Set policies within the team's area of responsibility
- Mentor teammates and support skill acquisition and career development
- Communicate across Sales, Product, Consulting Services, and the wider organization
- Take on additional projects as required
Requirements
What you’ll need- Bachelor's degree or equivalent practical experience; advanced degree a plus
- Significant experience in product operations, customer success, technical account management, or consulting
- Experience ideally within SaaS, EdTech, scholarly publishing, or higher-education technology
- Experience with institutional repository, digital scholarship, or research information management platforms strongly preferred
- Familiarity with Digital Commons is a strong plus
- Demonstrated people-leadership experience, including developing managers and/or professional associates and being accountable for team results
- Comfort scoping and overseeing technical work such as data migrations and manual integrations, without needing to write the code
- Strong stakeholder management skills across Sales, Product, and Consulting Services
- Judgment to prioritize client risk and impact
- Data-informed approach to tracking product usage and customer health
- Excellent written and verbal communication skills, with the ability to influence at all levels, including clients and executives
Benefits
Comp & perks- Annual incentive bonus
- Country-specific benefits
- Disability accommodation and adjustment support