VP of Professional Services (Remote)

| Portland, OR | Remote
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The exciting world of scientific research is fueled by people with a passion for solving complex problems. At Cayuse, we are committed to our customers’ success by empowering organizations to conduct globally connected research that advances their impact on science, discovery and society. We build on that commitment with proven, integrated and easy-to-use technology that delivers exceptional value, and world class service and support that accelerates outcomes.

But we are more than just an empowering platform powered by advanced technologies. We are a collaboration of exceptional, highly skilled people with multi-disciplinary expertise, and are building our team to support our ambitious growth plans. Cayuse’s foundational strength comes from our customer and employee focused values and commitment to industry-leading solutions. It’s an exciting time to become a key member of our growing team.

As the VP of Professional Services, you will own the practice of implementation and related services across all solutions in the Cayuse Research platform. You will lead the optimization and scaling of existing services teams and processes to ensure both customers realize the maximum value from their Cayuse solutions and Cayuse is positioned to expand revenue and profitability from professional services.  You will develop a high-quality, predictable, and repeatable delivery model for implementation and consulting that maximizes utilization, delivery quality (Customer Satisfaction), revenue with profitable margins.  This role will drive cross functional collaboration across key functions to influence sales, and product roadmap.  

We are expecting the Professional Services VP to drive significant profitable revenue growth over the next 5 years. The Professional Services VP will set the strategy on our delivery capabilities, offerings, and collaborate with internal stakeholders to achieve that growth and allow Cayuse to scale efficiently. We are expecting that the existing delivery practices will be optimized to include smaller research up to Enterprise research institutions globally. 

Responsibilities

  • Delivery company Professional Services revenue recognition goals to support subscription growth and ensures backlog does not outpace subscription renewals
  • Build an efficient and repeatable SaaS implementation delivery model achieving margins for 30%+
  • Tune the internal processes needed to execute the delivery model efficiently ensuring projects stay on budget (work effort) and on time (customer delivery go live date) and with high quality (CSAT 95%)
  • Build and run a services capacity model to ensure adequate resource availability across portfolio of paid engagements/projects types and customer sizes while maintaining profitable margins 30% 
  • Build and run a demand - supply model to ensure all projects are staffed and get kicked off with customers the month following subscription booking is closed and meets customer timeline for go live needs 
  • Develop, track, analyze and continuously optimize, key professional services metrics like utilization, earned value and margins by regional team and product to ensure our portfolio is optimized and profitable 
  • Lead initiatives to continuously improve delivery quality, efficiency and customer time to value
  • Collaborate with Sales to close new business and support growth goals
  • Collaborate with Product and Engineering to identify opportunities to drive down time to implement and maximize time to value across products and solutions 
  • Actively manage the Delivery P&L focused include budgeting, forecasting, capacity planning and regular reporting and analysis on Key Performance Indicators to delivery monthly, quarterly and annual financial targets 
  • Design and manage the incentive plan aligned to achieving quarterly and annual business and financial objectives (PS revenue, margin, CSAT)
  • Attract and meet hiring goals of professional services team members and leadership ensuring the organization is able to scale through rapid growth 
  • Develop the team of delivery professionals that have varied set of skills to address the technical, process and relationship management 
  • Build onboarding programs to improve the ramp time of consultants and project managers ensuring staff are billable within 2 months of hire 
  • Oversee the execution of HR programs that impact the delivery team, including performance reviews, career development,  promotions, and key initiatives to improve the culture and workplace of the PS organization

Requirements

  • Majority of career in Enterprise software including 6-8 years managing managers
  • 3+ years experience leading software implementation teams in a SaaS software model
  • 3+ years managing a Delivery P&L with $10m+ of revenue and team of 20+ resources 
  • Leadership during periods of rapid growth
  • Demonstrated track record of achieving financial and operational objectives
  • Ideal background has experience implementing in complex environments (Gov’t/Higher Education/Healthcare)
  • Building and retaining teams of consultants, project managers including SMEs 
  • Excellent communication and boardroom skills
  • Ability to travel up to 30%+
  • Experience running large scale, customer-facing organizations
  • Technical depth, including experience developing or leading development organizations and background in SaaS integrations leveraging APIs 
  • Strong data and analytical skills, and proven experience making data-driven decisions
  • Ability to turn difficult situations into pragmatic solutions while maintaining customer satisfaction
  • Excellent people management skills, including the ability to influence, negotiate and achieve results through direct reports and others
  • Superb organization skills and attention to detail
  • Clarizen (Professional Services Automation) technology & Microsoft BI a plus

Benefits

  • Competitive Medical Benefits (PPO + HSA available)
  • Vision, Dental, Short-Term Disability fully covered by Cayuse
  • Paid Time Off + Holidays + Flexible Work Schedule
  • Remote Work or Commuter Stipend
  • Equal Paid Parental Leave
  • 401k with Employer Matching
  • $30 Wellness Reimbursement
  • Remote Work Environment, Supporting the Ultimate Employee Experience
  • Fun, innovative Portland Office with Industrious Spirit Offering Kombucha and Cold Brew

Our culture is one of inclusion and belonging where everyone feels respected, treated justly, supported and nourished. We all share responsibility for creating and sustaining a work environment where differences are celebrated and we are empowered to strive for excellence. We’re proud to be an equal opportunity employer and actively seek to recruit, develop, and retain a diverse and talented workforce.

More Information on Cayuse LLC
Cayuse LLC operates in the Software industry. The company is located in Portland, OR. Cayuse LLC was founded in 1994. It has 183 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 6 open jobs at Cayuse LLC, click here.
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