Salesforce.com, Inc Resource Management Analyst in Helena, Montana
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Customer Success Group
This person will support MuleSoft’s Professional Services business in North America, reporting to the Director of Business Operations This person will be responsible for staffing and resource management, utilization and capacity planning, skills assessment tracking, backlog management, and SubContractor onboarding/offboarding.
Own SubContractor and Technical Services Practice staffing for MuleSoft Services North America.
Work with Regional VPs, Practice Leads, and, Delivery Managers to staff Services projects in an accurate and timely manner
Liaise with Delivery Partner vendors and the MuleSoft’s Delivery Partner Manager to build and maintain a strong SubContractor resource practice.
Work with Practice Leaders and Resource Management team on shadowing and enablement opportunities for both internal and partner resources
Work closely with Technical Services Practice Lead to manage Staffing our Solutions Consultant Theater-wide pool of resources
Proactively escalate internal operational issues and Professional Services team issues with the Theater Operations Directors and Regional Vice Presidents
Support Regional Leads in minimizing our resource bench, by providing a forward looking view of our business pipeline as it pertains to Staffing
Own demand sharing with our Top Tier Delivery Partners
Understand the delivery of performance statistics for the health of the business in a format consumable by all of our stakeholders
Understand the best practice tools to manage and report on the business in a timely fashion
Help ensure all resources are reporting their utilization levels in a timely manner
Provide monthly backlog analysis to Regional Services Vice President and close out projects that are either complete or no longer have budget
Understand the Forecasting process
North America Operational Support:
Training and supporting other departments on Professional Services processes and responding to requests as needed.
Maintain clear and regular communication with high level executives including Theater Vice Presidents and Regional Vice Presidents
Provide leadership in analyzing, documenting and improving Professional Services Operations processes and work to standardize processes globally
Skills and Experience:
Previous staffing / resource mgmt experience is a requirement
Previous technical staffing experience is highly preferred
Excellent communication, organization and time management skills
Ability to analyze and solve problems, perform complex tasks, prioritize multiple responsibilities, and follow through independently
Ability to make sound decisions and judgments in time sensitive and high pressure situations
Ability to work independently and multi-task, in a fast paced and constantly changing environment
Strong interpersonal skills and the ability to work effectively with a wide range of individuals in a diverse community
Experience in a customer service role
Experience with resource management and scheduling.
Proficient in MS Office, Salesforce, PSA tools
At least 3+ years of experience in a similar role
For Colorado-based roles: Minimum annual salary of $65,800. You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link: https://www.getsalesforcebenefits.com/
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