Clio

Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely. We are transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.

Summary

Role Summary

The Senior Resource Manager is responsible for overseeing Clio Operate’s overall resource demand, scale, and utilisation across all regions (EMEA, NAMER, and APAC), covering internal and partner services teams, ensuring optimal staffing for the sales pipeline, partner pipeline, Customer Success Initiatives, and Service Desk elements. This role involves strategically managing resource supply and demand through continuous monitoring of utilisation, forward planning, and proactive capability development to maximise profitability and efficiency.

Key Responsibilities

Resource Planning and Allocation

• Review the demand view weekly in conjunction with the Professional Services (PS) leadership team, sales, and Customer Success, identifying gaps in service demands.
• Strategically position demand to the right resourcing groups.
• Assign the right people with the right skills to projects based on availability (Resource Allocation & Scheduling).
• Resolve scheduling bottlenecks and negotiate priorities between project managers (Conflict Resolution).
• Monitor the utilisation of all internal, partner, and contractor staff across EMEA, NAMER, and APAC continuously, and move identified capacity to appropriate opportunities within PS, Customer Success (CS), Partners, or clients.
• Forecast future staffing needs (Capacity Planning) and forward plan resource supply to ensure people are in place ahead of time based on forecasted demands.

Talent and Capability Management

• Define regional role requirements for sustained demands by working with capability leads (Solution Architecture, Solution Consultants, Technical, Customer Success, and Project Managers) across EMEA, NAMER, and APAC, and secure approvals to create hiring demand.
• Work with partner organisations or contractor hire teams across all regions (EMEA, NAMER, and APAC) for tactical resource augmentation, ensuring seamless integration with internal staff capability plans.
• Work with the Training Manager to ensure new hires, based on their roles, have their training planned and scheduled.
• Ensure role competency frameworks are maintained and monitored in conjunction with capability leads.
• Using the role competency framework, conduct regular Skill Gap Analysis to identify gaps in team expertise and collaborate with capability leads to establish upskill plans.
• Identify resources requiring further training to upskill, and take appropriate actions to facilitate their knowledge upskills.
• Oversee the tracking of training progression and ensure resources are reaching the expected level of competency.
• Work with hiring managers to ensure internal hires arrive on time and have learning pathways agreed and planned with training managers.
• Ensure internal and partner resources who have undergone training have appropriate project opportunities to upskill.