Resource Manager, Professional Services
CAI Software, LLC
Location: Brazil, Remote
Business Unit: Graphic CommunicationsDepartment: Customer & Professional Services
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, 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, 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 assignment conflicts or delays to Regional Managers or Services Leads.
System Sync and Integration Oversight: Cross‑reference Salesforce ↔ Wrike ↔ NetSuite mappings; validate billing fields; ensure Concur sync processes are updating users, vendors, and expenses accurately; monitor Wrike integration logs and elevate issues; maintain field mapping and oversee sync processes; track and resolve open integration issues with Operations.
Time Tracking Oversight: Validate daily timesheet entries; identify missing, misallocated, or excessive time entries; follow up; elevate noncompliance; ensure adherence to time entry policies for accurate utilization and billing.
Project Health & Status Monitoring: Monitor project dashboards in Wrike for task completion, budget consumption, and forecasted effort.
Reporting & Communication: Participate in syncs with Regional Managers; track upcoming projects, resourcing constraints, and urgent escalations; respond to inquiries; provide data for utilization, staffing, revenue forecasting, and other metrics.
Performance and Collaboration: Monitor workload balance across consultants; participate in resource reviews; 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.
EEO & Diversity
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.
Work Authorization: Applicants must be authorized to work in the United States.
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.
Job Metadata
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Project Management and Information Technology
Industries: Software Development
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