VP, Enterprise Delivery

ORION•Philadelphia, PA

22h•$183,526 - $302,818•Hybrid

About The Position

As the Vice President Of Enterprise Delivery you will be responsible for leading 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. This 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. As we continue to evolve and live our Orion values, we are looking for someone to grow with us. It is anticipated that an incumbent in this role will work as a Hybrid employee, with three (3) or more days each week required on-site at one of the listed office locations. Candidates should be located within a commutable distance to an office. Internal candidates currently aligned to an Orion office location may be given preference; however, internal candidates with varying work arrangements may be considered based on experience and business needs. Work location is subject to change based on business needs.

Requirements

Has a Bachelor’s degree as required
Has a minimum of ten (10) years in enterprise client success, service delivery, or professional services with direct leadership of premium support organizations as required
Has demonstrated experience managing and renewing Enterprise accounts in the $500K+ ARR range in a SaaS or technology environment
Has experience as a manager of managers and has led a team of team leads or managers, each with their own direct reports
Has a track record of building and scaling high-performing teams — hiring, coaching, and developing talent at multiple levels
Has strong executive presence and can hold peer-level conversations with C-suite and senior leadership at client firms
Has deep familiarity with the wealth management ecosystem: TAMPs, RIAs, broker-dealers, aggregators, and their operational needs
Takes a data-driven approach to service performance and is comfortable defining KPIs, building dashboards, and managing to outcomes
Is a proven cross-functional operator experienced in partnering with Sales, Product, Engineering, and Finance to deliver on shared goals
Is willing to travel up to 10% annually
Owns and manages relationships with stakeholders directly and works effectively with people at all levels in an organization

Nice To Haves

Client Management
Leadership
Operational Delivery
Operations Management
Portfolio Accounting Systems
Relationship Management
Stakeholder Management
Strategic Planning
Team Leadership
Wealth Management Services

Responsibilities

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 — not as a backstop, but as a recognized partner.
Lead co-created Annual Success Plans for Top 25–100 accounts, in partnership with Relationship Managers and Elite Client Advocates.
Oversee the QBR (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 (pod layer), 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 of 2027, 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 Premier Support budget — including Elite Client Advocate and TAM headcount, training investment, and tooling.
Own the business case and resource model for each expansion phase.