Resource Manager, Professional Services

Resource Manager, 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. Our integrated and automated offerings and point solutions 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 succeed when our 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. The 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 skill set. 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 based on upcoming opportunities. 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 to maximize efficiency. 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, and create correct Wrike templates and folder structures. Assignment & Scheduling: review unassigned Wrike projects daily, match consultants to projects, assign primary and secondary consultants, confirm schedules with stakeholders, and flag assignment conflicts. System Sync and Integration Oversight: cross‑reference Salesforce, Wrike, and NetSuite mappings; validate billing fields; ensure Concur sync processes are accurate; monitor Wrike integration logs; resolve open integration issues. Time Tracking Oversight: validate daily timesheet entries, identify issues, and enforce time entry policies for accurate utilization and billing reporting. 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, project swaps, or timeline adjustments; provide data for utilization, staffing, revenue forecasting, and any 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 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. EEO Statement CAI Software is an "EEO/Veterans/Disabled employer." 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 endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or need an alternative method for applying, please contact us at (contact email/phone). 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 1986 (IRCA). Pay Transparency Nondiscrimination 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. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is in response to a formal complaint or charge, in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or consistent with the contractor's legal duty to furnish information. Additional Information All information provided here is current as of the posting date. Please refer to the official CAI Software careers page for any updates or changes to the role. #J-18808-Ljbffr