Resource Manager, Professional Services

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 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.

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.

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 are limited in the ability or unable to access or use the online application process and need an alternative method for applying, please contact us at talent.acquisition@caisoft.com or send an e-mail with your specific 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 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 (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).