Resource Manager, Professional Services

2 weeks ago Be among the first 25 applicants Title: Resource Manager, Professional Services Business Unit: Graphic Communications Department: Customer & Professional Services Location: Brazil, Remote About us: Graphic Communications, a CAI Division, is a leading global provider of industry‑specific business and production software technology for the print industry. Graphic Communications' 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, the company’s deeply held philosophy is that they succeed when their customers thrive. Position Overview The 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 Allocation: 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 they have the resources required for project success. Maintain up‑to‑date skills and certifications records for all consultants. Forecasting and Talent Management: collaborate with Sales, Project Managers, Regional Managers, and leadership to forecast future resource requirements; identify resource gaps and recommend cross‑training, recruitment, or subcontracting needs; support long‑term workforce planning and professional development of consultants. Process Optimization and Tool Management: 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. Daily Operational Responsibilities – New Engagement Intake : review new projects pushed from Salesforce into Wrike; confirm all project metadata—customer, region, product, estimated hours, and key contacts; confirm the correct Wrike template and folder structure were created; if automation fails, manually create projects using Salesforce data. Assignment & Scheduling: review unassigned Wrike projects daily; match consultants to projects based on skill set, availability, and regional needs; assign both primary and secondary consultants and confirm schedules with stakeholders; flag any assignment conflicts or delays to Regional Managers or Services Leads. System Sync and Integration Oversight: cross‑reference Salesforce, Wrike, and NetSuite mappings to ensure accuracy; validate billing fields; ensure Concur sync processes are updating accurately; monitor Wrike integration logs and escalate issues; maintain field mapping and oversee sync processes across Salesforce, NetSuite, and Concur; track and resolve open integration issues. Time Tracking Oversight: validate daily timesheet entries; identify missing, misallocated, or excessive time entries and follow up; escape persistent noncompliance to Regional Managers; ensure adherence to time entry policies. Project Health & Status Monitoring: monitor project dashboards in Wrike for task completion, budget consumption, and forecasted effort. Reporting & Communication: participate in regular syncs with Regional Managers; track upcoming projects, resourcing constraints, and urgent escalations; respond to inquiries regarding capacity; provide data for utilization, staffing, revenue forecasting, and other Professional Services metrics. Performance and Collaboration: monitor workload balance across consultants; participate in resource reviews with Regional Managers and collaborate cross‑functionally with Sales, Customer Success, and Professional Services teams. 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. We celebrate diversity and are committed to 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. Work Authorization: Applicants must be authorized to work in the United States. Seniority Level Mid‑Senior level Employment Type Full‑time Job Function Project Management and Information Technology Software Development #J-18808-Ljbffr