Resource Manager
Customer Success | San Francisco, CA or Seattle, WA or Chicago, IL or Remote – US

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

Our agreement with employees
DocuSign is committed to building trust and making the world more agree-able for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At DocuSign, everything is equal. We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better. And for that, you’ll be loved by us, our customers, and the world in which we live.

The team
Our Customer Success team is the largest organization in the world focused entirely on agreement processes and technologies. We are the Agreement Experts. With hundreds of thousands of successful customers worldwide, we know how to help our customers see results quickly. And that experience is just one of the reasons our customers trust us to connect, automate, and integrate their systems of agreement, everywhere they need to get work done. As part of our global team of Agreement Experts – in professional services, customer success management, learning and enablement, and customer support – you’ll bring your knowledge, insights, and proven expertise to help our customers achieve more than they ever thought possible.

This position
The Resource Management team is responsible for sourcing internal and external resources for customer-facing engagements. Resource Managers assess customer needs, capacity, and utilization targets to determine consultant assignments. This is a hands-on role, interacting with consultants, technical resources, sales and practice leaders.

This is an individual contributor role reporting to the Director, Resource Management Office and is designated Flex.

Responsibilities

• Liaise with delivery leadership team, Sales and Consultants to fulfill project resource requests
• Act as a point of contact for sales and project management from the initial close of sale to the assignment of the consultant
• Engage with sales when and if clarification on engagement is needed
• Engage with consultants and leadership as necessary to understand consultant workload and balance project assignments
• Review scope of project and assign projects to qualified and available resources
• Identify areas of opportunity for underutilized resources
• Assess and report on consultant utilization and capacity
• Identify concerns or issues with customer expectations, deliverables and resourcing challenges
• Assess and help mitigate resource constraints
• Work within Financial Force to ensure resource assignments are configured accurately using system tools and processes
• Collaborate with internal customers while driving towards results and adhering to policies and procedures
• Meet and exceed organizational SLAs for timely project assignment
• Participate in cross functional initiatives to mature Resource Management tools, processes, and support functions

Basic qualifications

• 5+ years Resource Management or relevant professional business experience (Operations, Logistics)
• Bachelor’s Degree or equivalent experience
• Experience with G-Suite tools including Google Sheets, Google Docs, Gmail or equivalent

Preferred qualifications

• Experience with resource management and project scheduling in a customer-facing environment in a technology organization
• Experience utilizing a PSA tool (FinancialForce)
• Highly collaborative working style
• Experience working with remote teams
• Must be a self-starter and have the ability to creatively problem solve
• Excellent verbal and written communication skills
• Strong organizational and time management skills
• Ability to negotiate and manage consultant delivery expectations with senior management
• Ability to establish a collaborative relationship with senior management

Based on Colorado law, the following details are for Colorado individuals only: Colorado base salary range: $94,575 - $113,725 and eligible for bonus, equity and benefits at https://www.docusign.com/company/benefits.

Vaccination requirement
DocuSign may require all employees to be fully vaccinated against COVID-19 and provide proof of vaccination to visit a DocuSign office, to meet with potential or actual customers or business partners, or for other business-related purposes, in accordance with local law. Please note that DocuSign has contracts with different governments globally which may require compliance with local and federal laws.

About us
DocuSign helps organizations connect and automate how they prepare, sign, act on, and manage agreements. As part of the DocuSign Agreement Cloud, DocuSign offers eSignature: the world's #1 way to sign electronically on practically any device, from almost anywhere, at any time. Today, over a million customers and hundreds of millions of users in over 180 countries use DocuSign to accelerate the process of doing business and simplify people's lives. And we help save the world’s forests and embrace environmental sustainability.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. DocuSign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

Accommodations
DocuSign provides reasonable accommodations for qualified individuals with disabilities in job application procedures, including if you have any difficulty using our online system. If you need such an accommodation, you may contact us at accommodations@docusign.com.

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