Resource Manager, Customer Success

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.

• 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.

• 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.