VP, Enterprise Delivery

Vice President, Enterprise Delivery

About this Opportunity:
You will lead Orion’s full Enterprise Delivery organization, including the Elite Enterprise Pod model, Premier Service team, operating standards, and executive client relationships for Orion’s most strategic accounts. This officer-level role reports to the EVP, Tech Operations and serves as the senior owner of service quality, consistency, scalability, and outcomes across Premier Support tiers—including Elevate, Middle Tier, and Elite Pod.

The role is both a strategic leadership and builder position. The VP will establish the infrastructure, playbooks, escalation protocols, and talent model needed to scale Enterprise Delivery from Top
25 strategic accounts to Top
100, while ensuring Premier Support becomes a competitive differentiator that drives client retention, expansion, and referrals. You will be expected to work as a Hybrid employee, with three or more days per week on‑site at one of the listed office locations; work location is subject to change based on business needs.

• Define and execute the Premier Support strategy across all three tiers—Elevate, Middle Tier, and Elite Pod.
• Build the Enterprise Pod model from the ground up: hire and onboard Elite Client Delivery Managers, establish Pod Team Lead/Manager structure, and define the playbook that allows pod quality to replicate as the model expands.
• Serve as the internal champion for the shift from reactive to proactive, consultative service delivery.
• Partner with Sales leadership to position Premier Support as a competitive differentiator in enterprise deals.
• Report directly to the EVP of Tech Operations on service health, client risk, and investment performance.
• Partner with Relationship Management, Product, and Data leadership to keep the delivery model integrated—not siloed.
• Own executive relationships at the most strategic Enterprise accounts—serve as Orion’s senior point of accountability.
• Maintain working relationships with senior client stakeholders (C‑suite, COO, Head of Operations) at Top
  25 accounts—and act as a recognized partner, not a backstop.
• Lead co‑created Annual Success Plans for Top
  25–100 accounts, in partnership with Relationship Managers and Elite Client Advocates.
• Oversee the Q  (Quarterly Business Review) program—ensuring consistent cadence, quality, and executive engagement.
• Serve as the final escalation point for complex, high‑risk, or strategic client issues across all Premier tiers—absorbing what leadership currently carries.
• Represent Premier clients internally—communicating their roadmap needs, escalation patterns, and investment gaps to Product and Engineering.
• Lead, develop, and grow a multi‑functional Premier Support organization:
  Elite Client Delivery Managers, TAMs across Elevate and Middle Tier, and Elite Client Advocates within the Elite Pod.
• Coach Elite Client Delivery Managers on team leadership, escalation judgment, client partnership, and career growth.
• Own the Elite Client Advocate talent strategy—hiring standards, onboarding, career pathing, and performance management for the combined TAM+EPM function in the Elite Pod.
• Define the Pod Team Lead/Manager structure—reporting relationships, span of control, and day‑to‑day management model.
• Sponsor and oversee the training program for Elite Client Advocates, driving the mindset shift from reactive to consultative, proactive service delivery.
• Build a culture of accountability, proactive client engagement, and continuous improvement across all Premier tiers.
• Define and enforce operating rhythms, performance benchmarks, and escalation protocols across all pods and Premier Service.
• Build the playbook that allows pod quality to be replicated at scale—so the 10th pod runs as well as the first.
• Own the account health scoring framework—define metrics, track trends, and act on early warning signals.
• Drive the Elite Pod coverage roadmap: from Top
  25 assessment through full Top
  100 deployment by end of2027, including phased Elite Client Advocate hiring.
• Build the reporting infrastructure to give leadership real‑time visibility into service health, churn risk, and expansion opportunity.
• Manage and optimize the…