Vice President Client Adoption Remote, US

Vice President Client Adoption

Full Time • Remote, US
At Vanco, we serve those who enrich our communities. Vanco provides businesses, nonprofits, and educational organizations a complete range of payment solutions and administrative software. Our solutions make payment processing simple and ease administrative burdens for faith-based groups, nonprofits, and schools. We are a software payments company for community organizations, and every transaction tells a story.

An important part of who we are is our Vanco Values in Action. At Vanco, our employees:
  • Clearly Care 
  • Own It 
  • Grow 
  • Have Grit 

Vice President, Customer Adoption
Do you have a passion for leading customer-facing teams and partnering with clients to ensure their success? Are you excited about a high growth, fast-paced organization? 
Vanco is looking for a proven Customer Success executive to lead our Implementation team.
 
As the VP, Customer Adoption at Vanco, you will apply leadership, domain/market, product, implementation, and project management expertise leading a team of platform-specific implementation experts. You will be responsible for leading the team through the accomplishment of our corporate goals, go to market strategy, onboarding, product adoption playbook, and healthy client journeys.
In this leadership role, you will work cross-functionally, being empowered to marshal organizational resources to promote the successful adoption of our solutions, while balancing the financial realities and strategic goals of the company. 
We are looking for someone who has experience leading a high-performing Customer Success or Implementation Team.

What you’ll be doing:

Lead a team of Implementation Specialists focused on the following solutions:
  • Vanco Education
  • Vanco Food
  • Vanco Events
  • Vanco Faith
  • Vanco Child Care
Identify monthly / quarterly / annual KPIs to measure in pursuit of Vanco’s corporate goals.
Ensure the team meets or exceeds its established KPIs.
Monitor, evaluate, and report team activity weekly, monthly, quarterly. 
Act as an escalation point / executive sponsor for critical client needs during implementation of the solutions mentioned above.
Represent our Vanco Education, Vanco Child Care, Vanco Food, Vanco Events, and Vanco Faith client bases in leadership circles within Vanco.

In addition to your leadership responsibilities, you will also: 
  • Monitor overall client satisfaction through a variety of client satisfaction measurement tools (online surveys, direct outreach to clients, quick pulse check tools).
  • Identify and address the change management needs of our client base as our products evolve, as we bring on new solutions and as we deprecate existing solutions.
  • Maintain or improve upon implementation success rates as needed.
  • Maintain or improve upon standardized client satisfaction assessment systems as needed.
  • Maintain or improve upon standardized solution adoption assessment systems as needed. 
  • Ensuring that appropriate frameworks are in place which ensure a high level of client service throughout the customer journey. This includes:
    • Appropriately segmenting our client base such that we have clear delineations as to which clients receive dedicated staff (high touch) vs. pooled staff (low touch). 
    • Dashboards and data analysis that inform overall customer success rates within both segmentations. 
  • Assist with responses to RFPs and RFIs specific to our defined implementation processes.
  • Exercise due diligence to ensure a positive onboarding experience for our key accounts.
  • Identify and communicate ideas related to ongoing client engagement opportunities designed to promote increased product adoption and cross-sell/up-sell within existing accounts.
  • Other duties as assigned. 
 Who you are:
  • Bachelor’s degree required, preferred in information technology management, instructional technology, or another education-related field
  • You have at least 7 years experience leading a customer success management team[LF1] [DS2] , preferably in a technology-focused position at a SaaS company
  • Experience implementing a customer success model and leading a team of at least 5 CSMs
  • Experience collaborating with or serving K12 or non-profit sector, preferably in technology 
  • Proven track record of successfully managing large/high value accounts and developing strong client relationships within all levels of an organization 
  • Problem solving and critical thinking skills a must 
  • Effective at creating, gathering, and analyzing reports and data 
  • Strong oral and written communication skills 
  • Ability to work independently and be self-motivated 
  • Highly organized, task-oriented individual who is a proactive and an impactful communicator 
  • Must thrive in a fast-paced, results-oriented, collaborative environment 

 
What we offer:
  • 100% Employer Paid Individual Health Insurance HSA or Base Plan, Dental, Life Insurance, AD&D Insurance, Short Term Disability, Long Term Disability
  • Additional benefits include Vision, Accident, Critical Illness, Voluntary Life & AD&D
  • Paid Holidays and 4 weeks PTO
  • Paid days off to Volunteer
  • 401(k) Plan with employer match
  • Competitive benefits and pay
  • Small collaborative teams where you can impact both outcome and culture
  • Ongoing professional development opportunities
  • Join a rapidly growing company that promotes internally
Vanco is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

Vanco is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.





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Employer Paid Health Insurance
Generous PTO
401(K) Matching