Vice President of Service Delivery

at  OpenClinica

COMPONENTS TO SUCCESS AND QUALIFICATIONS:

• Extensive experience building, leading, and operating Service Delivery team(s)
• Deep expertise in project and program management, demonstrated by experience across multiple disciplines and complex engagements
• Demonstrated ability to develop cohesive strategic plans with clearly defined initiatives and success measures
• Demonstrated ability to handle multiple projects and priorities across time zones
• Proven executive leadership in professional services operations inside a high-growth industry
• Strong analytical and quantitative skills; ability to use data and metrics to deliver insights and drive action
• Experience running large project management and/or professional services teams
• Experience leading change, developing processes, implementing procedures, and working collaboratively across the organization to achieve desired outcomes
• Exceptional project management, planning, organizational communication skills, and ability to scope prospective engagements, evaluate pricing, develop proposals and project plans

ABOUT THE ROLE AND TEAM:

OpenClinica is a growing SaaS company in the clinical research industry that helps Customers accelerate the process of bringing new medicines and devices to market. Customers around the world rely upon our suite of solutions to increase productivity across a diverse spectrum of clinical research models and settings. Our mottos of, “making the complex easy” and “better data, faster,” reflects our commitment to improving healthcare as innovative problem-solvers who are passionate about technology!
As a key member of the company’s senior leadership team, OpenClinica’s Vice President of Service Delivery directs two essential functions: customer support and professional services. The role is both strategic and tactical, helping to ensure OpenClinica customers receive the highest quality assistance possible. The VP of Service Delivery is an expert in OpenClinica’s products, our market, the clinical research domain, and customer service excellence. They are a hands-on leader focused on improving and growing these business functions in coordination and collaboration with other company departments.
Location: 100% Remote in the U.S.
Status: Full-time, Exempt
Reports to: Chief Operating Officer

WHAT YOU WILL DO:

• Engage with OpenClinica customers and team members to gather feedback and understand customer needs.
• Drive continuous, productive cross-team communication amongst teams including services, support, success, product, IT, compliance, and senior leadership.
• Develop expertise in OpenClinica’s products and services, including how they are used across our diverse client base.
• Act as a trusted advisor to the executive team on the voice of the customer and product strategy.
• Assist in prioritization of cross-functional goals and proactively work to see assigned cross-functional initiatives through to completion.
• Establish scalable business processes that are measured empirically.
• Provide monthly reporting against operational and quality metrics. Identify areas of opportunity, concern and suggestions for improvement.
• Recruit, develop, and retain high-performing team members.
• Consistently maximize team productivity: incentivize, engage, and motivate.
• Foster inspiration, motivation, and encouragement within the teams.
• Develop departmental goals in alignment with company goals. Define and manage against budgets.
• Cultivate leadership and a growth mindset within support and services functions. Select and cultivate strong department managers (when appropriate).
• Maintain up-to-date education on the clinical research industry and OpenClinica’s competitive landscape.
• Review and lead the selection and implementation of IT systems to ensure they best support professional services and customer support business processes.
• Customer support specific:
• Develop and implement ways to make knowledge readily reusable, and resources for customers to be more successful in a self-service manner.
• Ensure high degree of responsiveness, great “bedside manner,” and successful resolution of customer issues.
• Exhibit proactive, detailed communication in regards to releases and service issues.
• Manage and report against SLAs.
• Create, conduct and analyze customer survey data. Identify actionable insights and summarize findings and action plans to leadership members.
• Professional services specific:
• Meet revenue and profit targets.
• Allocate workload across team members. Maintain appropriate balance and use of employees vs. contractors.
• Monitor and manage team utilization against targets.
• Develop templates for structuring projects to ensure quality, efficiency, and scalability.
• Gather and incorporate feedback from customers to enhance OpenClinica’s services delivery.
• Monitor the scope of services OpenClinica provides to its customers. Suggest and implement modifications as appropriate.