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The Resource Manager is part of the Global Customer Fulfillment (GCF) as a global function, under GDWP organization, to own and manage resourcing for the Customer Experience & Success (CE&S)/Customer Success Unit (CSU) organization. Our team is responsible for efficiently and effectively staffing talents to deliver customer outcomes and enable CE&S to achieve its financial and customer satisfaction goals. We do this by enabling the hiring and staffing of CSAs across areas & global delivery teams and provide strategic staffing insights & work-force recommendations to the field management team.
Job Responsibility:
Formulating and implementing resource strategies across the aligned areas
Making prioritized staffing decisions, navigating through technical, political, and organizational complexity, and resolving conflicts to drive customer satisfaction
Fulfilling demand for Cloud Solutions Architect (CSA) & Customer Success Account Manager (CSAM) within defined service levels
Maintaining data integrity throughout the resourcing process
Converting daily operations into strategic insights while providing sound business recommendations
Being the strategic resourcing partner with the field managers in resolving escalations, and assessing individual engineer skills, and provide recommendations/guidance for developing engineer readiness plans
Requirements:
Bachelor's Degree in related field AND 4+ years experience in consulting, client/project management, services delivery, or business development OR equivalent experience
Extensive years of business experience in a global team setting within Professional Services/Customer Support organizations
Relevant industry & technical knowledge, self-motivated & result-oriented
Comfortable with hands-on operations (including but not limited to daily staffing transactions, escalations, reporting, and data analysis) in a fast-paced matrixed organization
Solid experience applying analytical methods to business problems, presenting the story behind the data in a structured way, and driving improved decision-making and outcomes
Passion for automation and innovation
Ability to manage ambiguity in an evolving and dynamic environment and the ability to challenge stakeholder requirements and drive good trade off decisions
Strong attention to detail and the ability to balance and prioritize multiple tasks to reach results within deadline
Nice to have:
Bachelor's Degree in related field AND 5+ years experience in consulting, client/project management, services delivery, or business development OR equivalent experience