Resource Manager, Customer Success

Appian Corporation•McLean, VA

6d•$100,000 - $200,000•Onsite

About The Position

Appian is seeking a Resource Manager for Customer Success, based at our HQ in McLean, VA. This role is crucial for fostering a culture of in-person collaboration, which is a key driver of our mission. Employees are expected to be in the office 4-5 days per week to promote shared ideas, teamwork, and strong relationships. The role involves owning end-to-end resource allocation for a region, managing demand from engagements, identifying suitable consultants, and brokering assignments. Success requires confidence in running weekly staffing cadences, proactive bench management, fluency in services economics, and strong analytical and communication skills to partner with senior leadership.

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.)
Fluency in services economics: utilization, bench cost, services margins, and how staffing decisions impact each of them.
Strong communication and stakeholder management, able to partner with Project Leads Directors and above to understand the needs of the business.

Nice To Haves

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.)

Responsibilities

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.
Run a weekly staffing cadence (demand review, bench review, conflict resolution) and serve as the escalation point when engagements compete for the same people.
Proactively manage the bench by 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.
Monitor utilization and project timelines, providing analysis and actionable insights to prevent bottlenecks and ensure timely project delivery.
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.
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, interpreting and communicating the narrative behind capacity and utilization metrics.
Manage sensitive data regarding personnel, individual performance, and organizational staffing on a daily basis with a high level of confidentiality.