Resource Manager, Customer Success

Appian Corporation•McLean, VA

5d•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 managing end-to-end resource allocation, ensuring consultants are matched with engagements based on skills, availability, and development goals. The position requires a proactive approach to resource management, a strong understanding of services economics, and excellent communication and stakeholder management skills. The ideal candidate will maintain high standards for data accuracy in resource management systems and handle sensitive personnel data with confidentiality. Appian emphasizes in-person collaboration, with employees expected to be in the office 4-5 days per week to foster culture, teamwork, and relationship building.

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 skills.
Ability to balance multiple assignments and priorities with precision.
Analytical thinking and a proactive, solution-oriented approach.
Ability to challenge senior leaders, balance conflicting priorities, and communicate difficult updates while maintaining professional rapport.
High level of confidentiality.

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.
Identify best fit consultants based on skills, availability, and development goals, and broker assignments with leaders.
Run a weekly staffing cadence including demand review, bench review, and conflict resolution.
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 recommendations.
Monitor utilization and project timelines, providing analysis and actionable insights to prevent bottlenecks and ensure timely project delivery.
Partner with Project Leads and Directors to understand business needs.
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.
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.