The Vice President, Adoption & Services is a critical member of the Client Partnerships Senior Leadership Team. The two key purposes of our Client Partnerships team are:
- To drive platform adoption by our clients, which are K12 schools, districts, and state education agencies across the United States, in support of their strategic priorities
- To retain and expand our relationship with every client
The VP, Adoption & Services owns the adoption purpose. The Vice President, Account Management is their peer and counterpart and owns the retention and expansion purpose. Both report to the Chief Client Officer.
This role leads the team most directly responsible to help educators use our platform to improve student outcomes. This is the promise we make to our clients, and it is evergreen. Clients’ needs change, so their priorities shift each school year and even within a school year. We adapt to clients’ evolving goals with thoughtful changes in how we support them with our products and services. We guide clients and are guided by them, consistently both sharing best practice and learning how we can serve them better.
The VP, Adoption & Services shows deep expertise in strategic planning, operational leadership, cross-functional coordination, people leadership, direct client engagement, executive presence, and initiative ownership. The role is focused on delivering results rather than completing tasks. Its North Star metric of success is client platform adoption, as measured by the health of each use case a client expects our platform to perform for them.
This role owns not only the adoption strategy but the operation that delivers it: a large, distributed professional services and implementation organization responsible for delivering initial and ongoing services for every client.
Key Responsibilities
Platform Adoption Strategy & Vision
- Own the platform adoption strategy for all K-12 district clients, translating the North Star metric — use-case health — into concrete team priorities.
- Define what "adoption success" looks like for each client segment and build the frameworks that let the team diagnose adoption health at scale.
- Partner with the Chief Client Officer; the VP, Account Management; and Product leadership to align adoption strategy with retention and expansion goals, ensuring the two halves of Client Partnership pull in the same direction with our Technology team.
- Anticipate shifts in district priorities (state policy changes, funding cycles, school-year rhythms) and adjust the adoption playbook proactively rather than reactively.
- Set and track the metrics, targets, and reporting cadence that make adoption progress visible to the CCO and the broader leadership team.
Service Delivery & Implementation Leadership
- Own and operate the professional services and implementation organization end-to-end, delivering onboarding and ongoing service for every client, at national scale.
- Build and maintain a repeatable, multiproduct implementation and services operation that delivers consistent, high-quality service across hundreds of simultaneous client engagements; includes staffing models, capacity planning, project management systems, quality standards.
- Partner with Revenue, Finance, and Product on services development strategy, including: pricing, packaging, attach strategy, margins, cost-to-serve and when services should be included vs. sold separately.
- Set and manage budget, headcount, and utilization targets for the delivery organization, balancing cost-to-serve against adoption outcomes.
- Establish clear service-delivery standards and SLAs, and hold the organization accountable to them.
- Build the escalation and risk-management processes that catch delivery problems before they become client-health problems.
People Leadership
- Build, coach, and retain a high-performing team of professional services practitioners across a national client base.
- Set clear expectations and growth paths for direct reports; develop the next layer of adoption leadership.
- Create a team culture that balances client empathy with disciplined execution, guiding clients while holding a clear point of view.
- Identify skill and capacity gaps across the team and make the hiring, training, or restructuring calls needed to close them.
- Model the executive presence and client-facing standard the team is expected to meet.
AI Fluency & Adoption Leadership
- Use AI tools fluently in your own daily work (e.g. for client prep and communication to data synthesis and problem-solving) and hold that same standard for the team.
- Lead the team's evolutionary AI adoption: identifying where AI can make existing workflows faster, more consistent, or higher quality (e.g., account health analysis, client communication drafting, meeting synthesis) and building the habits and tools that make that the default way of working.
- Lead the team's transformative AI adoption, asking what becomes possible for platform adoption that wasn't possible before, like new service models, new ways of diagnosing client needs, new leverage per team member. Champion the bets worth making.
- Set a clear point of view on where AI should and shouldn't be used in client-facing work, balancing speed and scale against the judgment, trust, and human connection clients expect from Panorama.
- Partner with Product, Engineering, and other functions piloting AI capabilities to ensure Platform Adoption is an early, thoughtful adopter by personally testing, giving feedback, and scaling what works.
- Build team fluency and comfort with AI tools through modeling, training, and clear expectations; treat AI literacy as a core skill for every member of the team.
Cross-Functional Coordination
- Serve as the primary point of coordination between the Professional Services organization and Product, Engineering, and Technical Services on everything that affects clients' ability to adopt and use the platform.
- Ensure adoption insights and client feedback make their way into product roadmap conversations, and that product changes are translated into adoption plans before they reach clients.
- Represent your team’s priorities, constraints, and client insights in cross-functional planning forums.
- Build strong working relationships with peer leaders across the organization to speed up alignment and avoid duplicated effort.
Direct Client Engagement & Executive Presence
- Engage directly with district superintendents, administrators, and other senior client stakeholders on strategic adoption conversations, especially for the largest or highest-risk accounts.
- Represent Panorama's point of view on platform adoption best practices in client-facing settings, conferences, and executive briefings.
- Step into escalated or high-stakes client situations where executive involvement changes the outcome.
- Balance guiding clients toward proven adoption practices with genuinely listening to and adapting for what each district needs.
Operational Excellence & Initiative Ownership
- Build and continuously improve the operating systems (playbooks, dashboards, health scoring, cadences) that let the adoption team scale without losing quality.
- Directly lead high-impact initiatives that improve adoption outcomes, from scoping through measurement of results.
- Identify bottlenecks in how the team supports clients and drive the process changes needed to remove them.
- Deliver results, not just activity, holding the team and the initiative portfolio accountable to measurable adoption outcomes, not task completion.
Requirements
- 10+ years of progressive leadership experience in client success, account management, or professional services, ideally in K-12 education, SaaS, or another relationship-driven, outcomes-based industry.
- Demonstrated experience personally owning and scaling a large, complex service delivery or implementation operation — including staffing, budgeting, and operational rigor at scale — not just an adoption or client-success function.
- Track record of driving measurable adoption, usage, or outcome improvements at scale across a diverse client base.
- Experience operating at the senior leadership level, including direct engagement with C-suite or superintendent-level client stakeholders.
- Demonstrated personal fluency with AI tools in daily professional work, and experience leading a team through AI adoption — both incremental workflow improvements and more fundamental changes to how work gets done.
- Strong cross-functional experience partnering with Product, Engineering, and other revenue-adjacent functions.
- Familiarity with the K-12 education landscape — district structures, school-year rhythms, and the pressures facing educators — is a strong plus.
- Excellent written and verbal communication skills, with the judgment to adapt messaging for different audiences, from frontline educators to executive stakeholders.
Benefits
Base Salary: The base salary range for this position is $204,000 - $300,000. Our salary is just one component of Panorama’s competitive total rewards strategy that also includes annual bonuses or commission awards, equity awards, as well as other region-specific health and welfare benefits
Some of the additional benefits offered are:
- 401K with an employer match
- Health, dental, vision, life insurance, and short-term and long-term disability coverage.
- Flexible spending account for health care and dependent care
- Wellness Reimbursement
- Work from Home Reimbursement
- Flexible vacation policy
- Parental leave program
- Company Issued Laptop
