Resource Manager, Professional Services

TitleResource Manager, Professional Services Business UnitGraphic Communications DepartmentCustomer & Professional Services LocationBrazil, Remote About UsGraphic Communications, a CAI Division, is a leading global provider of industry‑specific business and production software technology for the print industry. Our integrated and automated offerings and point solutions are designed to enable revenue growth and drive operating and production efficiencies. With over thirty years dedicated to delivering best‑in‑class technology to the packaging and printing industries, we believe we succeed when our customers thrive. Position OverviewThe Resource Manager plays a critical role in ensuring Professional Services teams are properly staffed, aligned, and equipped to meet project timelines and business objectives. This role involves close collaboration with Project Managers, Project Coordinators, Regional Managers, the Sr. Director of Professional Services, Customer Success, and Sales to efficiently manage resources, balance workloads, and ensure smooth project delivery. Core Responsibilities Resource Planning and AllocationIdentify, assign, and allocate resources to ongoing and upcoming projects based on skills, availability, and priorities.Maintain a real‑time view of resource capacity and project needs across the organization.Serve as the primary point of contact for project staffing and collaborate with Sales and Regional Managers to ensure proper coverage for upcoming engagements.Own all new engagements at intake and assign resources based on availability and skillset.Check in regularly with Project Managers to confirm they have the resources required for project success.Maintain up‑to‑date skills and certifications records for all consultants. Forecasting and Talent ManagementCollaborate with Sales, Project Managers, Regional Managers, and leadership to forecast future resource requirements.Identify resource gaps and recommend cross‑training, recruitment, or subcontracting needs based on upcoming opportunities.Support long‑term workforce planning and professional development of consultants. Process Optimization and Tool ManagementDevelop and maintain tools, dashboards, and reports to monitor utilization, productivity, and performance.Establish and enforce consistent processes for resource requests and assignments to maximize efficiency.Ensure data and processes remain aligned across systems. Daily Operational ResponsibilitiesNew Engagement Intake: review new projects pushed from Salesforce into Wrike, confirm all project metadata, validate templates and folder structures, and manually create projects if automation fails.Assignment & Scheduling: review unassigned Wrike projects daily, match consultants to projects, assign consultants, confirm schedules, and flag conflicts.System Sync and Integration Oversight: cross‑reference Salesforce, Wrike, and NetSuite mappings, validate billing fields, ensure Concur sync processes update accurately, monitor logs, and resolve integration issues.Time Tracking Oversight: validate daily timesheet entries, identify discrepancies, follow up, and ensure adherence to time entry policies.Project Health & Status Monitoring: monitor project dashboards for task completion, budget consumption, and forecasted effort. Reporting & CommunicationParticipate in regular syncs with Regional Managers, track upcoming projects, manage constraints, respond to capacity inquiries, and provide data for utilization, staffing, and revenue forecasting. Performance and CollaborationMonitor workload balance, participate in resource reviews with Regional Managers, support continuous development, and collaborate cross‑functionally with Sales, Customer Success, and Professional Services. Qualifications Experience: 4+ years in resource planning or operations within a software or technology organization; proven ability to manage multiple concurrent projects and balance resources in a fast‑paced environment. Skills: Strong proficiency with resource planning tools (e.g., Wrike); working knowledge of JIRA, Salesforce, and NetSuite preferred; excellent organizational, communication, and negotiation skills. Equal Employment Opportunity CAI Software is an Equal Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, sex (including pregnancy, sexual orientation, and gender identity or expression), religion, disability, genetic information, marital status, veteran status, or any other basis protected by local, state, or federal law. Disability Accommodation CAI Software endeavours to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. Work Authorization Applicants must be authorized to work in the United States. CAI Software does not unlawfully discriminate on the basis of citizenship or immigration status in accordance with the Immigration Reform and Control Act. Pay Transparency Nondiscrimination In response to a formal complaint or charge; In furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer; and Consistent with the contractor's legal duty to furnish information. Seniority LevelMid‑Senior level Employment TypeFull‑time Job FunctionProject Management and Information Technology IndustriesSoftware Development #J-18808-Ljbffr