Resource Manager, Customer Success

Job Description

Job Description

Here at Appian, our values of Intensity and Excellence define who we are. We set high standards and live up to them, ensuring that everything we do is done with care and quality. We approach every challenge with ambition and commitment, holding ourselves and each other accountable to achieve the best results. When you join Appian, you'll be part of a passionate team dedicated to accomplishing hard things, together.

This role is based at our HQ in McLean, VA. Appian was built on a culture of in-person collaboration, which we believe is a key driver of our mission to be the best. Employees hired for this position are expected to be in the office 4 - 5 days per week to foster that culture, ensure we thrive through shared ideas and teamwork, and maximize opportunities to connect with the exceptional people across Appian. While working in-person with customers is our main priority, we also believe the office environment enables more opportunities to celebrate wins, collaborate effectively, and build strong relationships across teams.

To be successful in this role, you need:

• Build and own the resource management practice for USPS from the ground up, designing the processes and supporting systems needed to run staffing across different team configurations and shifting business priorities, without an existing playbook. 
• Set the standard and structure for the practice with an eye toward creating a scalable practice to use in additional theaters.
• Own end-to-end resource allocation for USPS, triaging demand from sold and pipeline engagements, identifying best-fit consultants based on skills, availability, and development goals, and brokering assignments with delivery leaders.
• Run a weekly staffing cadence, including demand review, bench review, and conflict resolution, and serve as the escalation point when engagements compete for the same people.
• Proactively manage the bench, anticipating project roll-offs, lining up next assignments early, flagging under- and over-utilized consultants, and raising capacity risks to leadership with a recommendation, not just a report.
• Manage subcontractor relationships and leverage them based on capacity, profitability, and clearance and LCAT requirements.
• Monitor utilization and project timelines, providing analysis and actionable insights to prevent bottlenecks and ensure timely delivery.
• Apply services-economics fluency, connecting staffing decisions to utilization, bench cost, and services margin, and making the tradeoffs visible to leadership.
• Partner with Project Leads, Directors, and above to understand the needs of the business, and be willing to challenge senior leaders and communicate difficult updates while maintaining professional rapport.
• Collaborate with HR, Talent Development, and leadership to support workforce planning, onboarding, and skill development initiatives.
• Maintain high standards for data accuracy within PSA and resource management systems, with a focus on interpreting and communicating the narrative behind capacity and utilization metrics rather than simply reporting the data.
• Operate with a high level of confidentiality, managing sensitive personnel, performance, and organizational staffing data on a daily basis.

Required Qualifications

• 8+ years of experience in resource management, staffing and deployment, or workforce planning within professional services, consulting, or a technology services organization.
• Demonstrated track record of building processes and systems from the ground up, not just operating within an existing framework.
• Experience staffing a population of 250+ billable professionals across concurrent engagements.
• Direct experience staffing U.S. Public Sector engagements, including LCAT structures and cleared personnel management.
• Fluency in services economics: utilization, bench cost, services margin, and how staffing decisions impact each of them.
• Advanced proficiency in Excel or Google Sheets, with hands-on experience in a PSA or resource management platform.
• Ability to influence senior stakeholders, present with clarity, and drive alignment across functions.
• Outstanding written and verbal communication skills.
• Bachelor's degree or equivalent practical experience.

Preferred Qualifications

• Experience in a SaaS or software implementation environment.
• Experience administering, not just using, a PSA or resource management platform.
• Familiarity with process automation software and Appian.

The base salary range represents a good faith and reasonable estimate of the range at the time of posting. Actual compensation will be dependent on a number of factors including, but not limited to, the candidate's relevant work experience, qualifications, internal peer equity, and market and business conditions that exist when extending an offer. A discretionary bonus may be awarded in recognition of individual and company performance.

In addition, Appian provides generous benefits offerings that include a 401(k) plan with company match, flexible time off, paid parental leave, medical, dental, and vision plans, life insurance, disability insurance, wellness programs, flexible spending accounts, health savings account contributions, an employee referral bonus program, and learning and development resources. Certain positions may be eligible for equity awards. 

Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation, commission, bonus, or benefit plans.

Base Salary Range

$125,000—$250,000 USD

Tools and Resources 

• Training and Development: During onboarding, we focus on equipping new hires with the skills and knowledge for success through department-specific training. Continuous learning is a central focus at Appian, with dedicated mentorship and the First-Friend program being widely utilized resources for new hires. 
• Growth Opportunities: Appian provides a diverse array of growth and development opportunities, including our leadership program tailored for new and aspiring managers, a comprehensive library of specialized department training through Appian University, skills based training, and tuition reimbursement for those aiming to advance their education. This commitment ensures that employees have access to a holistic range of development opportunities.
• Community: We'll immerse you into our community rooted in respect starting on day one. Appian fosters inclusivity through our 8 employee-led affinity groups. These groups help employees build stronger internal and external networks by planning social, educational, and outreach activities to connect with Appianites and larger initiatives throughout the company.

Benefits

Appian offers a comprehensive benefits package designed to support your health, wellbeing, and financial future. Benefits may include health coverage, Employee Assistance Program (EAP) with free mental health support, life and disability insurance, an Employee Stock Purchase Program (ESPP), a retirement/pension plan, wellness dollars, tuition reimbursement, family-forming benefits and more. Benefits vary by country—please ask your Talent Acquisition contact for details specific to the location you are applying to.

About Appian

Appian provides AI automation for the most important business processes at the world's largest organizations. Our platform is known for its unique power, reliability, and scale. We've been automating processes for more than 25 years and understand enterprise operations like no one else. For more information, visit appian.com. 

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Appian is an equal opportunity employer that strives to attract and retain the best talent. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable federal, state, or local law. 

Appian provides reasonable accommodations to applicants in accordance with all applicable laws. If you need a reasonable accommodation for any part of the employment process, please contact us by email at View email address on us.fitly.work. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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