Client Delivery Resource Manager

Overview

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.

We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.

We empower exceptional people to create extraordinary experiences together.

The Role and Team

*Must be based in Mexico City, MX, as this is a hybrid position requiring in-office visits on a frequent basis*

The primary responsibility of the Client Delivery Resource Manager is to manage resourcing for all potential and assigned projects. This position requires that the individual be the liaison amongst the Professional Services team within the North American & Latin American regions, as it relates to resourcing across all client work. The Client Delivery Resource Manager must collaborate with stakeholders across teams and regions to fulfill project resourcing requests with timely delivery in mind, balance business and individual development needs, and communicate resourcing issues that may impact scheduled deadlines to appropriate stakeholders. This position reports to our Head of Resource Strategy & Global Shared Services team.

The Professional Services Operations team is responsible for driving organizational strategy through managing core processes, monitoring business metrics, and driving initiatives for change. We develop and deliver business processes focused on our global Professional Services organization and cover a range of areas, from revenue management to subcontractor operations to the development of our delivery methodologies. Professional Services is one of Medallia’s largest teams and is responsible for unlocking the value of the Medallia platform for our customers and our partners by delivering the technical expertise and Customer Experience strategic guidance necessary for business impact.

Responsibilities

• Act as the point of contact for resource booking request and fulfillment confirmation, mediate conflict resolution when stakeholders' needs don't align, and develop solutions in support of business goals.
• Assist with optimizing utilization for the Professional Services team.
• Support training and hiring recommendations based on forecasted resource needs.
• Run weekly resource meeting and facilitate resourcing issues/conflict resolution with Professional Services.
• Manage capacity forecast data models for Professional Services based on input from weekly meetings.
• Work with Professional Services stakeholders to identify appropriate resource requirements for each account and project, while also balancing with individual professional development needs.
• Maintain constant knowledge of current and upcoming projects and business development activities as they relate to resourcing.
• Monitor week-to-week project activities and resourcing, identifying potential instances of under-utilization and actively work with the Practice Leaders to address and solve those issues.

Qualifications

Required Qualifications

• 3+ years of global resource management or capacity project management experience in the SaaS industry.

Preferred Qualifications

• Adobe Workfront, Mavenlink (or comparable PSA system), Netsuite or Salesforce experience.
• Strong problem solving, analytical, and critical thinking skills.
• Proficiency in MS Office applications including Microsoft Excel (or equivalent - G-Suite).
• Comfortable collaborating, working with, and influencing senior management (both face-to-face and remotely).
• Strong negotiation skills.
• Strong English verbal and written communication skills.
• Ability to manage multiple tasks; strong attention to detail.
• Ability to prioritize and organize workload.

At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is proud to be an equal-opportunity workplace and is an affirmative-action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at ApplicantAccessibility@medallia.com. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies. Applications will be accepted for 30 days from the date this role was posted or until the role has been filled.