Global Resource Manager

Profile

Global Resource Manager
at **MEMBERS ONLY**SIGN UP NOW***.
Boston, MA
**MEMBERS ONLY**SIGN UP NOW***. empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the **MEMBERS ONLY**SIGN UP NOW***. Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out.
Headquartered in the U.S., **MEMBERS ONLY**SIGN UP NOW***. has been named a top software company by The Software Report, rated a leader by the analyst community, and named a top place to work by the Boston Globe and the Boston Business Journal. We are **MEMBERS ONLY**SIGN UP NOW***.. We are building for the future, and we want you to be a part of it!
We are actively seeking a qualified candidate to join our Customer Success Organization as a key member of the Customer Success Business Operations team. In CS Business Operations, we partner with key collaborators across the company to drive improvements to the efficiency, profitability, effectiveness, and innovation of **MEMBERS ONLY**SIGN UP NOW***.’s key business processes. Our Global Resource Manager will be responsible for Global resource management across Expert Services and provide incremental support to the broader Customer Success organization. The core focus of this role will be ensuring that the Expert Services organization meets its business, financial, and customer satisfaction goals through effective and efficient resourcing. This role will directly support the Director of Customer Success Business Operations.
Key Responsibilities:
Manage the global resource management program ensuring that customer-facing services engagements are staffed in a timely manner and that utilization is optimized across billable resources
Become a trusted advisor and strategic partner to the Expert Services Leadership team with regards to delivery team capacity, quarterly bookings performance, hiring recommendations and ad hoc requests
Establish a global view of resources, identify trends to enable forecasting, and proactive capacity planning
Maintain and improve deployment of professional services automation tool (Mavenlink) for all resource management and reporting needs
Develop, maintain and improve reporting on key business metrics across Expert Services including staffing, utilization, and project level financials
Assist with ad hoc reporting, data collection, and strategic initiatives across Customer Success
Provide support for other business operations process and ad hoc priorities as they arise
Qualifications:
Degree in Business Administration, Finance or Operations Management preferred
3 years of resourcing or staffing experience in a technical professional services environment
Strong relationship management, persuasion, and negotiation skills in a global environment
Strong analytical and strategic mindset with a focus on continuous improvement
Advanced knowledge of Microsoft Excel or Google Sheets
Familiarity with professional services automation tools and any business intelligence (BI) platform; experience with Mavenlink or Domo is a plus
**MEMBERS ONLY**SIGN UP NOW***. is proud to provide best-in-class benefits offerings to our employees and their families in maintaining both a healthy body and a healthy mind. Core Benefits include: competitive healthcare coverage, wellness programs, take it when you need it, time off, parental leave, recognition programs, and much more!
**MEMBERS ONLY**SIGN UP NOW***. is an equal opportunity (EEO) employer. We hire without regard to age, color, disability, gender (including gender identity), marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected by applicable law.
Interested residents of Colorado may contact **** as it relates to regulation C.R.S. § 8-5-201. Information regarding benefits are linked here.

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