Resource Manager, Professional Services

Resource Manager, Professional Services at CAI Software, LLCBusiness Unit: Graphic CommunicationsDepartment: Customer & Professional ServicesLocation: Brazil, RemoteAbout UsGraphic 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 OverviewThe 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 Senior Director of Professional Services, Customer Success, and Sales to efficiently manage resources, balance workloads, and ensure smooth project delivery.Core ResponsibilitiesResource Planning and AllocationIdentify, 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 ManagementCollaborate 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 ManagementDevelop 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 ResponsibilitiesNew Engagement IntakeReview 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 & SchedulingReview 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 OversightCross-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 elevate 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 OversightValidate daily timesheet entries for all consultants.Identify missing, misallocated, or excessive time entries and follow up as needed.Escalate persistent non-compliance to Regional Managers.Ensure adherence to time entry policies for accurate utilization and billing reporting.Project Health & Status MonitoringMonitor project dashboards in Wrike for task completion, budget consumption, and forecasted effort.Reporting & CommunicationParticipate 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 other Professional Services metrics.Performance and CollaborationMonitor 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.Qualifications4+ 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.SkillsStrong proficiency with resource planning tools (e.g., Wrike).Working knowledge of JIRA, Salesforce, and NetSuite (preferred).Excellent organizational, communication, and negotiation skills.Equal Employment OpportunityCAI 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, please contact us at the human resources department.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.Pay Transparency and Non-DiscriminationCAI Software will not discriminate against employees or applicants who inquire about, discuss, or disclose their own pay or the pay of another employee or applicant.However, employees who have access to compensation information for other employees or applicants as a part of their essential job functions cannot disclose that pay if it 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, orConsistent with the contractor's legal duty to furnish information.Seniority Level, Employment Type, Job Function, IndustriesSeniority Level: Mid-Senior levelEmployment Type: Full-timeJob Function: Project Management and Information TechnologyIndustries: Software DevelopmentAdditional InformationReferrals increase your chances of interviewing at CAI Software, LLC by 2x.We're unlocking community knowledge in a new way.Experts add insights directly into each article, started with the help of AI.#J-*****-Ljbffr