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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, overseeing technical integrations, and leading teams to achieve performance goals. Proficient in utilizing data to track product usage and enhance customer health while effectively communicating across various 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 MigrationsManual IntegrationsInstitutional Repository ManagementDigital ScholarshipResearch Information ManagementSaaS ExperienceEdTech Experience
Soft Skills
People LeadershipCommunication SkillsJudgmentMentoringInfluencing Skills
Tools & Technologies
Digital CommonsCustomer Relationship Management (CRM) ToolsProject Management Software
Industry Keywords
Higher Education TechnologyScholarly PublishingClient Risk ManagementProduct Usage TrackingCross-Selling
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 communicate Digital Commons capabilities, services, and workflows
- Own the handoff of new client setups from Sales through launch
- Ensure migrations and legacy repository/content migrations have the technical resources and support needed to meet deadlines
- Oversee manual integrations and specialist technical work outside standard Consulting Services scope
- Manage the post-sales customer lifecycle, including assistance, renewals, up-sell, and cross-sell
- Track product usage, coordinate customer training, and help customers maximize the platform
- Lead save efforts and mitigation plans for at-risk accounts; ensure smooth off-boarding when contracts cannot be saved
- Advise Product on new feature and fix design, functionality, rollout, roadmap, and client communications
- Improve workflows and procedures and guide related improvement plans
- Develop managers and professional associates, set priorities, allocate resources, and execute the department business plan
- Set team policies, mentor teammates, and communicate across Sales, Product, Consulting Services, and the wider organization
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
- Accommodation or adjustment support during the hiring process