Vice President of Professional Services
About Bad Rabbit
Bad Rabbit is a small but mighty software solutions company, founded in Oregon in 2009, built on equal parts of technical skills (particularly in research administration), a thirst for growth, a relentless focus on customer success, and a culture that cares for our employees and makes for a great place to work.
We have grown consistently and reliably since founding (as rabbits tend to do), largely due to our primary focus on customer success. Our clear and direct approach with our clients and employees has created a foundation of trust within our market and talent. We are close to 40 people now, and are beginning to find that in order to achieve our goals for the next ten years and beyond, we need to implement some of the best practices that other companies have already learned that helped them transition and comfortably stretch into their growth.
We’re looking for a VP of Professional Services who can help lead and provide stability to our delivery teams after rapid growth, while implementing patterns, protocols and procedures that make it easier to manage, scale and measure our performance. Our goal isn’t just to grow, but to always be getting better at what we do and how we do it, while always maintaining our signature consideration for our customers and team.
You know what it takes to lead a 40+ person enterprise technical services organization, and are excited to put that deep knowledge to work helping to grow a professional services organization within the academic and medical research realm.
You’re able to make tough choices and have challenging conversations with humility and humor, to lead with your head and your heart, and you care deeply about the impact our good work makes on our customers and our employees.
You are able to balance the needs of customers with the happiness of the team as well as with the profitability of the business.
This is a people management position, which will require overseeing both senior and junior Engineers, Project Leaders, and Analysts.
You know how to encourage a spirit of collaboration among teams, and being proactive comes naturally to you.
You’re comfortable speaking up when you have an alternate point of view, and you don’t hesitate to roll up your sleeves when someone on your team needs help. You are a champion for Bad Rabbit’s values, deliver on targets, and embrace the value of learning from mistakes and looking for ways to iteratively improve processes.
Experience successfully heading a professional services team.
Proven working experience as a software development & implementation project manager, running technical teams.
Track record shipping completed technical services projects.
Experience with strategic planning, budgeting, and iterative policy development.
Successful track record leading and coaching a diverse team.
Dynamic and encouraging leadership style, with a proactive nature and willingness to help where needed.
Solid understanding and hands-on experience utilizing multiple software development methodologies such as Agile and Waterfall.
Excellent client-facing and internal communication skills, including ability to lead presentations.
Experience in Enterprise Sales .
Strong written and verbal communication skills, including proposal and presentation writing skills and professional-level correspondence.
Solid organizational skills including attention to detail and multi-tasking skills; able to juggle multiple priorities and switching of context as required.
Ability to interact in ambiguous situations in which you may not have all the answers.
Ability to lead outside specific process framework.
Ability to take initiative in doing the right thing.
Ability to work a minimum 40 hours of work per week, in-office with the ability to work from home as needed.
Multiple years of consulting experience.
Multiple years of experience working with Enterprise customers.
(Note that, while we’d love to see these attributes on an application, we don’t want to discourage you from applying if you meet the above-listed qualifications, but don’t yet have these specific experiences.)
Experience with Huron-Click® Portal Solutions
Experience in research administration, such as IRBs or Grants Management Systems.
Experience with other medical research software, for instance EPIC®.
What You’ll Do
You will be responsible for leading the Professional Services department at Bad Rabbit, working directly with the CEO on strategy and overseeing a team of 40+ Engineers, Project Leaders, and Analysts who manage large enterprise consulting software projects in a variety of technologies and specifically in the research administration domain.
As part of your day to day, you will:
Provide management and oversight of all projects, project profitability, and strategic planning for future outlook
Responsible for all staffing and resource assignments for projects.
Oversees all time tracking for services department, and manages utilization targets
Determine staffing needs; trains and coaches to develop team and makes decisions surrounding personnel hiring/termination
Lead employee performance reviews and career development discussions, including salary ladder placement and refinement
Support pre-sales processes to win new business through proposal review and refinement.
Directly supervise Services team, and ensure adherence to Bad Rabbit Values, especially dedication to customer success.
Lead/facilitate internal and/or client meetings in support of implementation and sales.
Create and maintain project budget, assists with implementation plans and modifying when necessary
Identify any yellow flags on projects, and be willing to roll up your sleeves to help wherever needed to ensure customer success
Execute development of policies, procedures, methods, and tools in support of process improvements.
Manage relationships with clients and all stakeholders, while looking for opportunities to follow up on work
Create and maintain adequate documentation; this requires excellent writing skills, as you will be producing client-facing proposals and presentations.
In this position, you will become an expert in Huron-Click Portal technology and Research Administration applications (IRB, IACUC, Grants, CTMS, Safety Committees)
Customer Success: Bad Rabbit’s highest priority is our radical devotion to customer success – to find and produce the best solutions for each unique customer, in pursuit of the very highest level of satisfaction, and to deliver on time and under budget.
Team Retention: Our commitment to maintaining a fair and positive place of work for the individuals on our team is important to us, as is ensuring a stable group of knowledgeable individuals who can trust one another to deliver excellent teamwork and customer solutions.
Strong Services Gross Margins: A successful VP of Professional Services at Bad Rabbit will understand how individual and team performance affects cost, risk, and revenue, and will work toward continual improvement in terms of helping Bad Rabbit succeed as a business.
This position will require travelling up to 50% of the time out of state (though most of the time is expected to be less frequent, at around 25%) throughout the United States and Canada. The majority of time will be spent in or around the Portland Metro area.
Flexibility & Remote Work
At Bad Rabbit, we’re proud of being a forward-thinking employer. Most of our team members work from home and flex their own hours. However, since this is a leadership position, it is expected that you will need to keep more regular business hours, be in the office, on the road, or traveling to meet with the team within the Portland metro area most of the time, and work a minimum of 40 hours per week. Ability to work from home as appropriate.
Benefits & Compensation
For a full list of benefits check out our Careers page, but at a glance:
Competitive compensation based on experience, up to $200,000 total compensation.
Potential for long-term stock and ownership option.
Comprehensive benefits (Health & 401K).
Profit sharing scheme.
Make sure you clearly fit the descriptions above (see “About You“). You must be authorized to work in the United States and physically able to work out of our Portland, Oregon office.
Include your resume or Linked In
Tell us why we are a great fit for each other
Tell us about a team you led - what did you love, what would you do differently if you could do it over? Give us an example of a time you led a significant change management effort, and how that went.
Keep in mind we want to know who you are as a person; it never hurts to tell us about your hobbies or what you look forward to doing with your new, flexible, work-from- home lifestyle. For example, we’re dog people, and we appreciate a good sense of humor.
Our Hiring Process
Resume and cover letter review — be sure to cover the requested topics listed above in your cover letter for the most efficient response time
30-minute phone screen
Phone interviews with multiple members of our team
A final, full-day in-person interview.
Please note: Applications without cover letters will not be reviewed. Please read the above information closely for cover letter requirements.