ROLE OVERVIEW 

At Benchling, we are rapidly scaling our professional services team and partner network to work on customer engagements and projects worldwide. To help manage and scale this business, we are looking for a Resource Manager with strong operational, organizational, collaboration, and communication skills. We are looking for someone who is passionate about the operations of a business and who understands how a well-run operation can have a profound positive impact on customer experience and outcomes.
The Resource Manager will support our team by matching the right talent with the right project at the right time. They will help us maximize our available capacity while avoiding employee burnout. They will work closely with Professional Services leadership, helping them assess staffing needs based on each project’s requirements, and let them know who on the team is available to work. Additionally, the Resource Manager will work closely with the Sales team and newly signed customers to ensure a smooth transition to the Professional Services team once assigned and introduced.
The Manager will manage and continuously improve resource management processes and functions and will use in-depth experience and expertise of personnel and project management to support the Professional Services Sales and Delivery Practice teams.

WHAT YOU'LL WORK ON 

• Partnering with Professional Services leadership to allocate Professional Services staff and partners to signed projects and to develop resourcing plans for projects in the sales pipeline;
• Working with Professional Services leadership to review and design work packages and resourcing plans to deliver against project deliverables while leveraging the best available staffing from internal regional resources and third party partners;
• Working with Sales management and deal desk to understand, triage, and assign pre-sale scientific and technical scoping/pricing requests;
• Compiling and analyzing resource management reports (available resources, current resource allocations, resource needs due to changing project needs, etc.) for delivery to Customer Experience leadership;
• Partnering with Team Leads to identify team members with current or near-term availability to pair with open project assignments that align with their skills and staffing preference;
• Maintaining up-to-date profiles of skills, knowledge, and competencies for practice resources;
• Managing the availability of resources by collaborating with team members to maintain up-to-date assignment information;
• Ensuring ongoing compliance to accurate reporting of utilization metrics;
• Tracking utilization metrics and developing best-practice frameworks to successfully source projects in a fractional staffing model;
• Conducting regular reviews with global Professional Services leaders to plan assignments, review bookings, work through conflicts, and identify opportunities staff;
• Preparing regular Supply/Demand analysis for CX leaders & CX Training/Enablement team;
• Leveraging and improve existing tools and platforms to manage capacity, assignment, and other data central to a well-run resourcing operation;
• Defining and coordinate the introduction and implementation of new Operations/Resource Management tools, infrastructure, and processes as needed;
• Conducting research to identify alternate staffing solutions and/or alternate processes for improvement of operations and employee experience.

ABOUT YOU

• 3 years Professional Services Resource Management / Professional Services Operations experience
• BA/BS required
• 5+ years overall commercial/operations experience;
• Experience managing, educating, developing and consulting with internal clients & stakeholders
• Excellent client-facing skills
• Demonstrated experience working collaboratively across functions in high-pressure, high-growth environments
• Demonstrated expertise working with Salesforce, Financial Force (or similar PSA), Microsoft Excel/Google Sheets & other current technologies/applications (slack integrations, etc)