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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Project Management, Customer Success, and Operations, with a strong focus on implementing tools and processes that enhance customer experience. Proficient in data analysis and reporting, with a proven ability to drive customer product adoption and retention strategies.
Highest-signal resume keywords
Project ManagementCustomer SuccessData AnalysisAI Tool ImplementationTraining 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
Project ManagementData AnalysisProcess AutomationCustomer Success ManagementReporting MechanismsTraining DevelopmentImplementation of Software ToolsCustomer Feedback AnalysisPerformance MetricsStakeholder Management
Soft Skills
CollaborationCommunicationLeadershipStrategic ThinkingProblem Solving
Tools & Technologies
SalesforceCertiniaPendoCSM ToolsPSA Tools
Industry Keywords
AviationAerospaceB2B SaaSPost-Acquisition IntegrationTechnical Industry Experience
About the role
Key responsibilities & impact- Initiate, lead, execute, and monitor programs and projects across Customer Success, Services, and Support
- Contribute to implementation and optimization of tools and processes for customer experience teams
- Lead documentation and enablement
- Collaborate with Customer Experience, Marketing, Sales, Product, Engineering, and IT/Operations teams
- Establish and maintain reporting mechanisms for key performance metrics across weekly, monthly, quarterly, and annual reviews
- Support managers in executing reporting and communicating insights
- Develop and implement strategies to maximize customer product adoption, retention, and expansion opportunities
- Develop and deliver training programs for Customer Experience team members
- Lead long-term, large-scale and short-term, quick-win initiatives through ideation, planning, delivery, enablement, and evaluation
Requirements
What you’ll need- 5+ years of experience in Operations, Project Management, Customer Success, and/or Consulting
- Strong project management skills with the ability to manage multiple concurrent programs, deadlines, dependencies, and stakeholders
- Demonstrated ability to build and scale tools and process automations, especially leveraging AI
- Strong data fluency with the ability to generate, analyze, and interpret reports from CSM tools such as Salesforce, PSA tools such as Certinia, product usage and customer feedback utilities such as Pendo
- Demonstrated experience owning implementation, maintenance, and training of software tools for customer success and professional services
- Experience partnering with leaders and executives across functions of a technology company
- Bachelor's degree or equivalent
- Preferred: aviation, aerospace, or related technical industry experience
- Preferred: experience working with customers in technical or highly specialized industries
- Preferred: experience in post-acquisition integration of customer-facing teams and processes, especially in B2B SaaS contexts
- AI power-user able to build for and teach others