Resource Coordinator, Professional Services (East, Remote)
About the Role:
As Resource Coordinator, you will provide critical support to the Professional Services team to ensure that customer engagements are scheduled promptly and resources are allocated effectively. You will work daily with Leadership and Project Managers for our proactive services to ensure that all schedules are accurately reflected in our systems and communicated to internal and external stakeholders. You will collaborate with other Services Operations team members to scale and improve this process, and report to the Manager of Services Operations globally.
Create and manage all resource requests and bookings for CrowdStrike’s proactive professional services engagements in PSA solution (FinancialForce)
Own initial outreach to customers after deals close to coordinate project scheduling, kickoff meeting, and handoff to CrowdStrike Services Delivery Project Manager
Coordinate with Services Delivery leadership to schedule engagements and assign resources
Lead regular standup meetings with Leadership about resourcing to ensure timely scheduling of engagements
Facilitate proper system hygiene in PSA tool through process compliance across consulting teams
Field incoming scheduling inquiries from customers and sales team, as well as invoicing questions; manage cancelations and postponements
Calculate and communicate delivery team availability to internal stakeholders, including Sales and Services Leadership
Develop and maintain written policies and procedures for all assigned functions
Develop and maintain reporting mechanisms such as dashboards to reflect ongoing staffing needs and forecasts
Assist in defining requirements for system and process enhancements to continuously scale our resource management and scheduling processes
Manage other special projects related to resource management and scheduling
What You’ll Need:
A four-year degree (or equivalent) with an emphasis in Business Management or related field
Three years performing similar duties to the above or 5-7 years experience demonstrating a strong working knowledge of customer service and operations; working knowledge of a professional services firm required
High proficiency with Salesforce, PSA systems (FinancialForce preferred), Microsoft Office Suite
Can handle multiple tasks and projects at once using excellent organizational, time management, and project management skills
Exceptional written and verbal communication skills
Ability to interact professionally, harmoniously, and productively with customers and/or internal team members at all levels
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