Resource Manager, Professional Services

CAI is a leading provider of digital work execution platforms designed to enhance operational efficiency and drive productivity in industrial environments. CAI’s platform leverages advanced technology to convert complex, paper-based procedures into streamlined, digital workflows. By enabling real-time data collection and integration, CAI facilitates greater visibility into work processes, allowing organizations to make informed decisions, optimize performance, and ensure compliance. In addition to robust workflow management capabilities, CAI emphasizes data-driven insights to foster continuous improvement. CAI's solutions are tailored to address the unique challenges of industries such as manufacturing, energy, and pharmaceuticals, helping organizations achieve higher operational standards and reduce costs. With a commitment to innovation and user-centric design, CAI empowers businesses to transition from traditional practices to a modern, digital approach, driving growth and enhancing efficiency. About us Graphic Communications, a CAI Division, is a leading global provider of industry-specific business and production software technology for the print industy. 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, it is the company's deeply held philosophy that they succeed when its 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 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: 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 Wrike → NetSuite mappings to ensure accuracy. Validate billing fields (sold-to ID, billing trigger, engagement type) and confirm correct syncing. Ensure Concur sync processes are updating users, vendors, and expenses accurately. Monitor Wrike integration logs and escalate issues as needed. Maintain field mapping and oversee sync processes across Salesforce, NetSuite, and Concur. Track and resolve open integration issues in collaboration with Operations. Time Tracking Oversight Validate daily timesheet entries for all consultants. Identify missing, misallocated, or excessive time entries and follow up as needed. Escalate persistent noncompliance to Regional Managers. Ensure adherence to 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 to support continuous development based on Sales forecast. Collaborate cross-functionally with Sales, Customer Success, and Professional Services teams to align timelines, priorities, and dependencies. Qualifications Experience: 4+ years of experience 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. Excellent verbal and written proficiency with English. Skills: Strong proficiency with resource planning tools (e.g., Wrike) Working knowledge of JIRA, Salesforce, required, and NetSuite preferred. Excellent organizational, communication, and negotiation skills.