Vice President, Adoption & Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the platform adoption strategy for all K-12 district clients.

• Establish definitions of adoption success tailored to each client segment and create frameworks for assessing adoption health.

• Collaborate with leaders in Client Partnerships, Product, and Technology to synchronize adoption efforts with retention and expansion objectives.

• Foresee changes in district priorities and proactively modify adoption playbooks accordingly.

• Set and monitor adoption metrics, targets, and the frequency of reporting.

• Manage the professional services and implementation organization from start to finish on a national scale.

• Develop a scalable, multi-product implementation and service operation across multiple client engagements simultaneously.

• Work alongside the Revenue, Finance, and Product teams on service pricing, packaging, attach strategies, margins, and costs to serve.

• Oversee the delivery organization’s budget, headcount, and utilization targets.

• Define service delivery standards, SLAs, escalation protocols, and risk management strategies.

• Build, mentor, and retain a high-performing professional services team.

• Cultivate leadership in adoption, identify capacity constraints, and make decisions regarding hiring, training, or restructuring.

• Spearhead both incremental and transformative AI adoption initiatives within the team.

• Coordinate Professional Services with Product, Engineering, and Technical Services.

• Bring insights on adoption and client feedback into discussions surrounding the product roadmap.

• Directly engage with superintendents, administrators, and senior client stakeholders.

• Represent Panorama’s platform adoption practices in client meetings, conferences, and executive briefings.

• Manage escalated and high-stakes client situations effectively.

• Develop operational systems, including playbooks, dashboards, health scoring, and regular cadences.

• Lead impactful initiatives and drive measurable outcomes in adoption.

⛳️ Requirements

• A minimum of 10 years of progressive leadership experience in client success, account management, or professional services, preferably within K-12 education, SaaS, or similarly relationship-driven, outcomes-based sectors.

• Proven experience in personally managing and expanding a large, complex service delivery or implementation operation, encompassing staffing, budgeting, and operational rigor at scale.

• A successful track record of driving measurable improvements in adoption, usage, or outcomes across a diverse client base.

• Experience operating at a senior leadership level, including direct engagement with C-suite or superintendent-level client stakeholders.

• Demonstrated proficiency with AI tools in everyday professional settings, along with experience leading a team through AI adoption, incorporating both incremental workflow enhancements and fundamental operational changes.

• Strong cross-functional collaboration experience with Product, Engineering, and other revenue-related functions.

• Familiarity with the K-12 education landscape, including district organization, school-year cycles, and the challenges educators face, is a significant advantage.

• Exceptional written and verbal communication skills, with the ability to tailor messaging for various audiences, ranging from frontline educators to executive stakeholders.

🏝️ Benefits

• Annual bonuses or commission awards.

• Equity awards.

• Health and welfare benefits specific to the region.

• 401K plan with employer matching.

• Comprehensive health, dental, vision, life insurance, and both short-term and long-term disability coverage.

• Flexible spending accounts for healthcare and dependent care.

• Wellness reimbursement.

• Work from Home reimbursement.

• Flexible vacation policy.

• Parental leave program.

• Company-issued laptop.