Customer Success Group
As a Resource Manager you will manage staffing of Professional Services resources across the community to drive specialization and manage capacity.
You will use analytical and problem-solving skills to properly load balance and service our clients. Most importantly, you will be expected to help structure ambiguous problems, support analytical work streams, apply sound business judgment while communicating complex issues effectively.
This is an incredible opportunity to become part of a leading team of experts to drive growth and expertise across the most innovative company in the world, and help define the vision and usage for the next generation of Cloud solutions.
Key Responsibilities :
Act as strategic advisor to the business in the region, working closely with the regional Delivery Managers, as well as Operations Leadership, to provide guidance based on business intelligence and knowledge of the region
Demonstrate proven success in making organization’s strategic staffing decisions
Manage resource schedules for staffing and accuracy forecasting
Monitor, validate and route full range of resource requests with focus on maximizing internal resources utilisation.
Become a subject matter expert on the PSE Resource Management tool
Drive strategic planning activities and discussions that include regular interface with management, long term capacity planning, and finance teams to provide analysis and recommendations for process improvements and implementation
Create and publish weekly operations reports designed to deliver optimal management visibility
Identify and report on key performance metrics, drawing key insights and leveraging them to help set the strategic agenda for the team.
Coordinate and run weekly forecasts and produce weekly / monthly / quarterly management metrics and scorecards.
Required skills / experience
Strong communications skills and the ability to influence at all levels of the organization.
Document business process and identify ways to improve the same
Ability to clearly follow processes and procedures, and make decisions
Extremely strong analytical skills with the ability to detect patterns and analyze disparate data
3 years in related experience with a Bachelors degree.
Experience with a major CRM system is a plus
Knowledge & understanding of Salesforce tools and applications, specifically and most importantly, strong experience in creating and analysing data from Salesforce apps
Strong knowledge of and exposure to operational business processes, with a strong preference for knowledge of Services / Professional Services / Consulting operations
Willingness to develop a deep understanding of the operational tools and processes that support the business
Experience of working in a fast-paced operational role, with ability to manage ambiguity, changing priorities and remain focused on delivering excellent results
Ability to engage with the organization at all levels
Outstanding project management skills to manage and prioritize a variety of competing projects.
Must have excellent organizational skills, detail orientated, and able to perform repetitive tasks with extremely high accuracy
Excellent written business communication and verbal presentation skills
Executive presence and high degree of professional maturity a must
High technology field operations experience preferred
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way.
The company was founded on three disruptive ideas : a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model.
These founding principles have taken our company to great heights, including being named one of Forbes’s World’s Most Innovative Company five years in a row and one of Fortune’s 100 Best Companies to Work For eight years in a row.
We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce.
Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.
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