Skills Index
Browse my expertise by category. Each skill page includes experience details, related skills, and project evidence.
Quick navigation: Skills Overview | Projects Portfolio | Career Highlights
Core Customer Success Skills
Essential competencies for Customer Success and Account Management roles:
- Customer Health Monitoring — Proactive account health tracking and intervention
- Escalation Management — Structured escalation resolution frameworks (13/14 resolved)
- Product Adoption — Driving user engagement and feature utilization
- Onboarding — Structured customer onboarding programs
- Business Reviews (QBR & EBR) — Executive-level relationship management
- Strategic Account Management — Enterprise account strategy and growth
- Voice of Customer — Customer feedback programs and advocacy
Implementation & Deployment Skills
Technical delivery competencies for Professional Services and Implementation roles:
- Implementation & Deployment — Software implementation and go-live management (100+ delivered)
- Data Migration — Data conversion and migration expertise (≤0.7 defects/1,000 records)
- API & Integrations — Technical integration and API troubleshooting
- Change Management — Organizational change and adoption management
- Training & Enablement — Training program design and delivery (120+ sessions)
Enablement & Program Development
Skills for building scalable customer programs:
- Training & Enablement — Educational program development (650+ users trained, 4.8/5 satisfaction)
- Playbook Development — Process documentation and standardization (87% adoption)
- Product Adoption — Adoption strategy and programs
- Onboarding — Customer and user onboarding frameworks
Technical & Analytical Skills
Data, tools, and technical capabilities:
- Power BI — Business intelligence and dashboard development (Microsoft Certified)
- API & Integrations — Technical integration work
- Data Migration — Data transformation and quality
- ArcGIS — Geographic information systems
- EAM & Asset Management — Enterprise asset management systems
Domain Expertise
Specialized industry and sector knowledge:
- Public Sector & GovTech — Government technology and processes (100+ gov implementations)
- Municipal Courts — Court management systems and workflows
- Illinois Vehicle Code — Legal code and compliance expertise
- Payment & Financial Workflows — Payment processing and financial systems
Soft Skills & Leadership
Critical interpersonal and organizational capabilities:
- Cross-Functional Collaboration — Team coordination and stakeholder management
- Executive Relationship Management — C-level relationship building
- Escalation Management — Critical issue resolution
- Scaled & Digital Customer Success — High-volume portfolio management (~100 accounts/year)
Skills by Proficiency Level
Expert (5+ years, daily use):
- Implementation & Deployment
- Training & Enablement
- Public Sector & GovTech
- Municipal Courts
- Escalation Management
- Customer Health Monitoring
Advanced (3-5 years, regular use):
- Data Migration
- API & Integrations
- Power BI
- Change Management
- Playbook Development
Proficient (2-3 years, demonstrated capability):
- EAM & Asset Management
- ArcGIS
- Strategic Account Management
Navigate by Use Case
If you’re hiring for GovTech: Start with Public Sector & GovTech, then explore Municipal Courts and Illinois Vehicle Code
If you’re hiring for Implementation: Start with Implementation & Deployment, then explore Data Migration and API & Integrations
If you’re hiring for Customer Success: Start with Customer Health Monitoring, then explore Escalation Management and Strategic Account Management
If you’re hiring for Enablement: Start with Training & Enablement, then explore Playbook Development and Product Adoption
See Skills in Action
Project evidence: Projects Portfolio
Career narrative: What I’ve Done
Skills overview: My Superpowers
Back to home: Welcome
Each skill page includes experience details, proficiency breakdown, project evidence, and related skills.