Resource Manager, Professional Services

Graphic Communications, a CAI Division, is a leading global provider of industry-specific business and production software technology for the print industry. The company’s integrated and automated offerings are designed to enable revenue growth and drive operating and production efficiencies, with a philosophy that customers thrive when the company does. Position Overview The Resource Manager ensures Professional Services teams are properly staffed, aligned, and equipped to meet project timelines and business objectives. Working closely with Project Managers, Project Coordinators, Regional Managers, the Sr. Director of Professional Services, Customer Success, and Sales, the Resource Manager efficiently manages resources, balances workloads, and ensures smooth project delivery. Core Responsibilities Identify, 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 resources required for project success. Maintain up‑to‑date skills and certifications records for all consultants. Collaborate with Sales, Project Managers, Regional Managers, and leadership to forecast future resource requirements and identify gaps. Recommend cross‑training, recruitment, or subcontracting needs based on upcoming opportunities and support long‑term workforce planning. Develop and maintain tools, dashboards, and reports to monitor utilization, productivity, and performance; establish and enforce consistent processes for resource requests and assignments. Ensure data and processes remain aligned across systems and that resource requests and assignments are efficient. Daily Operational Responsibilities Review new projects pushed from Salesforce into Wrike, confirm all project metadata (customer, region, product, estimated hours, key contacts), and ensure correct Wrike template and folder structure. Automatic or manual project creation if automation fails. Review unassigned Wrike projects daily, match consultants to projects based on skill set, availability, and regional needs, and assign primary and secondary consultants while confirming schedules with stakeholders. Flag assignment conflicts or delays to Regional Managers or Services Leads. Cross‑reference Salesforce‑Wrike and Wrike‑NetSuite mappings to ensure accuracy; validate billing fields and confirm correct syncing. Maintain field mapping and oversee sync processes across Salesforce, NetSuite, and Concur; monitor integration logs and resolve open integration issues with Operations. Validate daily timesheet entries for all consultants; identify missing, misallocated, or excessive time entries and follow up as needed; enforce time entry policies and escalates noncompliance. Monitor project dashboards in Wrike for task completion, budget consumption, and forecasted effort. Participate in regular syncs with Regional Managers to track upcoming projects, resourcing constraints, and urgent escalations; respond to inquiries about capacity, project swaps, or timeline adjustments. Provide data for utilization, staffing, revenue forecasting, and any other Professional Services metrics. Monitor workload balance across consultants and collaborate with Sales, Customer Success, and Professional Services teams to align timelines, priorities, and dependencies. 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 effectively in a fast‑paced environment. 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 and a “EEO/Veterans/Disabled” 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 endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. Contact us at ****** or send an e‑mail with your accommodation request. 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 of **** (IRCA). Pay Transparency CAI Software will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Employees with access to compensation information cannot disclose it unless in response to a formal complaint, in furtherance of an investigation, or consistent with the contractor’s legal duty to furnish information (41 CFR ******). #J-18808-Ljbffr