Resource Manager

**Zendesk helps companies create better relationships with their customers. We do this by focusing not only on our amazing products but also on building our amazing teams We continue to grow at a rapid rate, and race towards our multi-billion dollar revenue goals.****Our Professional Services team advises and guides our wide array of customers as they map any number of business needs to Zendesk. We are the greeters to the house of Zen(desk) - genuinely compassionate, patient, organised and, well, a little quirky.****We provide an array of services to get our customers on-boarded quickly and easily by helping them to use, see, learn, and believe in our beautifully simple product.****The Resource Manager plays a key role in our customer’s experience, performing the critical function of ensuring we have the right resources staffed to the right project at the right time to position our team for a successful customer engagement.****What you will do**:- ** Develop a deep understanding of Professional Services and departmental policies & processes**- ** Build strong partnerships with our Professional Services delivery leaders and team members**- ** Monitor service opportunity pipeline to anticipate upcoming projects and future resource needs**- ** Partner with internal stakeholders to validate service and resource requirements**- ** Setup projects in PSA platform and provide continued support for any project scope changes**- ** Assign resources to all project roles in collaboration with Professional Services delivery leads and project managers**- ** Partner with Sr Resource Managers to maintain visibility of resource capacity and demand forecasts, identifying constraints and facilitating conflict resolution to support business priorities**- ** Mitigate resource concerns by recommending appropriate reallocation of resources or assigning additional staff**- ** Support time management to ensure projects accurately reflect resource work and forecasts**- ** Support the management and optimization of PS resource utilization process**- ** Support overall Professional Services process improvement initiatives****What you have**:- ** 2-4 years resource management or project management experience, ideally at a technology company or relevant consultancy**- ** Effective, clear, and concise communication skills, verbal and written**- ** Outstanding interpersonal and influence skills**- ** Strong conflict resolution and problem-solving skills, with the ability to confidently negotiate across multiple stakeholder groups and competing priorities**- ** Results-driven and self-motivated with the ability to multitask**- ** An appetite for customer service, perseverance, and resourcefulness**- ** Detail-oriented with a knack for organization and process improvement**- ** Love for teamwork and commitment to building a world-class, enterprise-class global customer experience together**- ** Experience working with and administering a Professional Services Automation tool (for example, Clarizen or Financial Force, Kantata) a plus****Where we work**:**In this role, you’ll work primarily remotely with the support of a dynamic and caring team. We’ll provide you with the digital tools and experiences to be together-even when we’re apart. Being digital first doesn’t mean we’re digital only. You’ll also have the flexibility to join us at a Zendesk workspace, in one of our Zendesk offices or our flex office spaces. We will bring our people together on occasion to connect, collaborate, learn, or celebrate in person.**LI-SM12LI-Remote**About Zendesk - Champions of Customer Service**Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether you’re collaborating from your home office, a Zendesk workspace, or the kitchen table, you’re part of one team at Zendesk.Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.