Salesforce.com, Inc Resource Management Senior Analyst in San Francisco, California

Job CategoryCustomer Success Group

Job DetailsThis person will support MuleSoft’s Professional Services business in North America, reporting to the Senior Director Global Services and Support Operations. This person will be responsible for project coordination, resource management, forecasting accuracy, financial operations and internal business processes in support of the regional Professional Services teams.

Your Impact Includes: Resource Management

  • Project coordination of small and large services implementations in high volume

  • Work with Regional Services Directors, Delivery Managers, Customers, Consultants and Delivery Partners on scheduling projects in a timely manner

  • Maintain visibility of Delivery Partner resource availability

  • Manage internal resource utilization and utilization of partner residency program resources

  • Ensure resources are meeting utilization targets and work with Regional Services Directors and global Resource Management team to optimize scheduling opportunities

  • Work with Practice Leaders and Resource Management team on shadowing and enablement opportunities for internal and partner resources

  • Ensure SOWs and PSAs are fully executed for revenue recognition

  • Proactively escalate potential customer satisfaction issues, internal operational issues and Professional Services team issues with the Global Services Operations Director and Regional Services Directors

  • Work with Delivery Managers to ensure Customer Satisfaction surveys are accomplished on completed projects

PS Financial Reporting

  • Provide daily updates to OpenAir to support regional revenue forecasting based on scheduling, budgets and hours

  • Track milestones and customer acceptance for revenue recognition

  • Conduct weekly billing of projects in OpenAir

  • Support resolution of regional revenue or invoicing issues

  • Support monthly backlog analysis with Regional Services Directors and close out projects that are either complete or no longer have budget

  • Support quarterly QBR metrics and reporting on bookings, delivered revenue, attach rate, utilization, CSAT, number of projects

  • North America Operational Support

  • Training and supporting other departments on Professional Services processes and responding to requests as needed.

  • Contact for Regional Services Directors, Delivery Managers, Delivery Partners, Customers, Consultants to help coordinate and manage all Professional Services engagements

  • Provide leadership in analyzing, documenting and improving Professional Services Operations processes and work to standardize processes globally

About Salesforce:

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" five years in a row and one of Fortune's "100 Best Companies to Work For" eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (Hawaiian for "family") made up of our employees, customers, partners and communities, we are working to improve the state of the world.

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Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!