Director of Customer Delivery

The Director of Customer Delivery is responsible for successfully onboarding customers through Delivery and enabling the adoption of our latest SaaS versions through Modernization. They play a pivotal role in shaping the customer experience and driving operational excellence from customer onboarding, modernizing to our latest suite of solutions and overall satisfaction.  This position is a member of the Leadership Team and reports to the VP of Customer Success, Services and Experience.  

As the Director of Customer Delivery, you will ensure all Cayuse customers globally are adopting our Cayuse Research Platform and realizing value from the SaaS versions of our software. You will lead a team of customer-facing and technical roles that efficiently scale to help customers realize the benefits of their contracted solutions. You will develop a high-quality, predictable, and repeatable engagement model for implementation while delivering quality Customer Satisfaction goals. This role will drive cross functional collaboration across key functions to organize customer communications, enable expansion sales, influence new product implementation timing and enhance our development roadmap related to upgrades.  

We are expecting this role to drive significant progress on customer adoption and growth. The Director of Customer Delivery will set the strategy on our adoption capabilities, offerings, and collaborate with internal stakeholders to ensure all customers leveraging the Cayuse Research Platform are delighted with the investment made in Cayuse. We also expect that you will foster employee engagement, development, and inclusion through your leadership while building and managing a high performing team. 

Responsibilities

• Develop a high-quality, predictable, and repeatable delivery model for implementations, migrations and upgrades from on-premise systems or legacy solutions to the most current SaaS/hosted versions.
• Position our customers to realize the benefits of the most modern versions of their solutions with a high degree of satisfaction.
• Minimize friction in the implementation and upgrade process and ensure customer satisfaction throughout the process.
• Build scalable processes and teams for M&A growth.
• Provide leadership to ensure that the Customer Delivery department initiatives are on track and are completed with high quality, according to schedule, and within budget.
• Develop, track, manage and continuously optimize key metrics of revenue recognition, service margin, billable utilization, and Customer Satisfaction.
• Engage directly with customers to resolve any issues and be a point of escalation with Implementation, Modernization or Legacy Support. 
• Prioritize implementation, modernization and legacy product effort for the engineering teams.
• Develop a feedback process back into Cayuse to identify and manage all product related feature gaps required for customers.
• Create cohort style modernization plans for all legacy customers modernizing to Cayuse Platform products.
• Lead Customer Success activities and outcomes for customers for Legacy Support products that aligns with the rest of the Cayuse CS processes.
• Contribute to increased renewal rates and reduce churn.
• Manage the renewal contracting process with current customers.
• Hiring, training, coaching, and mentoring top Customer Delivery talent.
• Establishing employee performance goals, providing regular feedback and formal performance evaluations, developing and rewarding talent.
• Motivating and inspiring employees to higher levels of engagement, productivity, and personal achievement.
• Develop and ensure enablement of the team of professionals that have varied set of skills to address the technical, process, customer experience and relationship management.
• Provide leadership to ensure that the Project Management & Modernization team initiatives are on track and are completed with high quality, according to schedule and within budget.
• Actively manage the legacy support (both direct & indirect), Project Management Office and Modernization teams, forecasting, capacity planning and regular reporting and analysis on Key Performance Indicators.
• Develop career & skills growth within the team.
• Oversee the execution of HR programs that impact the team, including employee reviews, recognition, discipline, promotions, etc.
• Lead initiatives to continuously improve upgrade quality, automation, efficiency and customer time to value.
• Promote an inclusive work environment by valuing employee differences and contributions, providing opportunities for employees to be heard, and ensuring decisions that affect the team are transparent and equitable.

Skills and Requirements

• 15+ years of experience in program, project, and portfolio management.
• 10+ years of experience with the functions within program and portfolio management.
• 5+ years professional services leadership experience with a track record of teams that deliver high quality, on time and on budget services.
• Leadership during periods of rapid growth.
• Experience in global PMO driving strategic initiatives affecting project management such as Risk Review and Contracts.
• Experience facilitating Mergers & Acquisitions during the post close integration process.
• Exceptional communication skills (written and oral)  and boardroom skills.
• 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.
• Prior experience working with technical and non-technical colleagues.
• Bachelor’s degree from an accredited educational institution is required.
• Energetic, curious, resourceful, highly creative and self-motivated.
• Able to thrive in a fast-moving and sometimes ambiguous environment.
• Excellent ability to bring a sense of customer-focus and professional ethics to all things.
• Budget, cost and profitability management skills.
• Knowledge of resource management tools.
• Credibility as a senior-level project leader.
• Ability to juggle multiple goals and deadlines in the context of the big picture.
• Ability to build a strong network and relationships at executive levels with technology and solutions, customers and vendor groups.
• Resilience and resourcefulness.

Preferred Experience

• Research, Higher Education, or Healthcare market experience or similar enterprise B2B SaaS.

Some Key Details

• If based in Portland, OR:  Expected to work out of the office with some regularity. Some travel to key customer sites or industry events, including international, required. 
• If based remotely: Travel to Portland, OR office regularly in addition to customer/industry travel described above. 
• This is a security sensitive position and requires a background check and will need to adhere to the Cayuse Information Security Management System.

Benefits

• Competitive Medial Benefits (PPO + HSA available)
• Vision, Dental, Short-Term Disability fully covered by Cayuse
• Unlimited PTO + Holidays + Flexible Work Schedule
• Remote Work Stipend
• Equal Paid Parental Leave
• 401k with Employer Matching
• Quarterly Wellness Reimbursement
• Remote Work Environment, supporting the Ultimate Employee Experience  

Cayuse does not accept agency resumes. Please do not forward resumes to our jobs alias or any Cayuse employees. Cayuse is not responsible for any fees related to unsolicited resumes.