Resource Manager, Customer Success

Requirements

• 5+ years of experience in resource management, staffing/deployment, or workforce planning within professional services, consulting, or a technology services organization
• Experience staffing a population of 100+ billable professionals across concurrent engagements
• Advanced proficiency in Excel or Google Sheets; experience with PSA or resource management platforms
• Bachelor's degree or equivalent practical experience (Business Admin, Human Resource, Operations Management, etc.)
• Experience in a SaaS or software implementation environment
• Experience administering a PSA / resource management platform
• Experience in the Public Sector industry (LCAT structure, Cleared Personnel Management, etc.)
• Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation, commission, bonus, or benefit plans.
• Base Salary Range
• $100,000 - $200,000 USD
• Tools and Resources
• Training and Development: During onboarding, we focus on equipping new hires with the skills an

Benefits

Additional Information

Here at Appian, our values of Intensity and Excellence define who we are. We set high standards and live up to them, ensuring that everything we do is done with care and quality. We approach every challenge with ambition and commitment, holding ourselves and each other accountable to achieve the best results. When you join Appian, you'll be part of a passionate team dedicated to accomplishing hard things, together. Resource Manager, Customer Success This role is based at our HQ in McLean, VA. Appian was built on a culture of in-person collaboration, which we believe is a key driver of our mission to be the best. Employees hired for this position are expected to be in the office 4 - 5 days per week to foster that culture, ensure we thrive through shared ideas and teamwork, and maximize opportunities to connect with the exceptional people across Appian. While working in-person with customers is our main priority, we also believe the office environment enables more opportunities to celebrate wins, collaborate effectively, and build strong relationships across teams. To be successful in this role, you need: The ability to own end-to-end resource allocation for your region; triaging demand from sold and pipeline engagements, identifying best fit consultants based on skills, availability, and development goals, and brokering assignments with leaders. Confidence running a weekly staffing cadence (demand review, bench review, conflict resolution) and serving as the escalation point when engagements compete for the same people. A proactive approach to bench management, anticipating project roll offs, lining up next assignments early, flagging risks for under/over utilized consultants, and raising capacity risks to leadership with a recommendation, not just a report. Fluency in services economics: utilization, bench cost, services margins, and how staffing decisions impact each of them. Monitor utilization and project timelines, providing analysis and actionable insights to prevent bottlenecks and ensure timely project delivery. Strong communication and stakeholder management, able to partner with Project Leads Directors and above to understand the needs of the business. Collaborate with HR, Talent Development, and leadership to support workforce planning, onboarding, and skill development initiatives. Balance multiple assignments and priorities with precision, demonstrating strong analytical thinking and a proactive, solution-oriented approach in a fast-paced environment. Possess the necessary ability to challenge senior leaders, balance conflicting priorities, and communicate difficult updates while maintaining professional rapport. Maintain high standards for data accuracy within PSA and resource management systems, with a focus on interpreting and communicating the narrative behind capacity and utilization metrics rather than simply reporting the data. High level of confidentiality, you will manage sensitive data regarding personnel, individual performance, and organizational staffing on a daily basis

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