Resource Coordinator, GSS

The Global Services and Support (GSS) Strategy & Operations team ensures Global Technical Support and Professional Service Delivery Teams have the necessary tools, systems, and resources required for our Services Organization to scale effectively and deliver exceptional experiences to Braze customers.

GSS exists to accelerate customer’s time to value and drive a multitude of customer adoption scenarios – from implementing new solutions to modernizing legacy integrations. Our Professional Services ensure that customers get the most out of Braze throughout their customer lifecycle.

WHAT YOU’LL DO

We are looking for a Resource Coordinator to join our GSS Strategy & Operations team who will drive strategic and tactical business processes that allow us to efficiently match the right resource to the right project at the right time. This Resource Coordinator will play a critical role in scaling centralized Resource Management processes across our Global One-Time and Recurring Service Practices.

As a Resource Coordinator, you will be working closely with our Professional Services, Sales and Partnerships Organizations. You will act as a trusted advisor by supporting Service Delivery Leaders with forecasting, staffing and scheduling decisions to ensure service engagements are resourced appropriately according to customer and business needs, whilst ensuring that resources are effectively utilized.

• Utilize Certinia Professional Services Automation (PSA) software to proactively manage resource requests, assignments, and schedules across professional service engagements.
• Interface with Sales Leaders to monitor opportunities in the pipeline and maintain resource request data hygiene for prospective professional service engagements.
• Work closely with Service Delivery Teams to maintain awareness of forecasted capacity & utilization.
• Work closely with Service Delivery Teams to maintain a good understanding of skills, proficiencies, and aspirations.
• Lead regular staffing meetings with Service Delivery Teams with a mindset of assigning the right resource to the right project based on customer and business need.
• Collaborate with Sales & Service Delivery Leaders to ensure relevant services forecasting processes are adhered to.
• Develop strategies to improve utilization attainment while maintaining strong project performance outcomes and employee satisfaction.
• Proactively suggest improvements to sales pipeline management, forecasting & staffing processes to drive efficiency.
• Support the Resource Management Office to drive the adoption of Resource Management best practices across the Services Organization.

WHO YOU ARE

• You have at least 2-3 years of related professional experience.
• You have knowledge of and/or experience in staffing or resource planning.
• You have knowledge of and/or experience in Professional Services and Agency Partner Services Ecosystems.
• You’re analytical and data-driven. Your approach is grounded in examples and defined by testing and iterating. You have a desire to understand and make sense of complex systems and concepts.
• You have a high level of intellectual curiosity and are comfortable learning new things (technology, process, people & more.)
• You are a strong collaborator & communicator with a demonstrated ability to navigate & resolve complex situations with various stakeholders.
• You have exceptional organization skills with keen attention to detail.
• You have strong drive and character qualities that align with Braze Core Values.
• Knowledge of and/or experience with Salesforce CRM, Experience Cloud or Certinia Professional Services Automation (PSA) software is a plus.
• Resource Management Certified Professional (RMCP®) certification or a willingness to obtain certification.