Vice President Of Service Delivery

Company Description

Candidly was founded in 2016 to flip the script on what it means to plan, borrow, repay, and save for college. Today, we’re the category leader with the market’s most comprehensive AI-driven student debt and savings optimization platform. We partner with hundreds of top employers, financial institutions, and retirement record keepers, positioning Candidly to serve more than 35 million Americans.

We’re already achieving incredible results — to date, we’ve helped our users get on track to eliminate more than $650 million in student debt and pay off their loans 68,000 years quicker — and we’re seeking movers, shakers, innovators, and problem solvers to help take our mission even further.

Candidly is a high-growth, Series B startup, funded by leading investors including Altos Ventures, Aflac, Salesforce Ventures, UBS, Equal Opportunity Ventures, Impact Engine, Rethink Impact, Unum, and Cercano Management. Our fully remote, international team of 70 (and counting) includes alumni from Google, UBS, Twitter, Plaid, Prudential, LendingTree, Morgan Stanley, Deutsche Bank, and more.

THE OPPORTUNITY

Reporting to the CEO the Vice President of Service Delivery is a vital senior leadership role who will lead the development and implementation of our service delivery model to ensure that we consistently provide the highest levels of service, quality, and value for our users. You will lead a team of high performing service leaders who are enthusiastic and committed to our mission of transforming student debt through innovation, continuous improvement and scalable operations. With the leadership team you will develop a strategy to scale operations to meet the growth objectives of the organization and ensure collaborative relationships with our current and future partners.

What You’ll Do

• Direct, motivate and empower a strong, knowledgeable, and proactive client-facing team that will embody our “Can-doer” attitude.
• Own the client’s lifecycle, ensuring maximum value throughout onboarding, training and support, client management, renewals, cross sell, expansion and advocacy
• Oversee the delivery of managed services to clients, ensuring that service level agreements (SLAs) are met and that clients are satisfied with the service they receive
• Create and drive a strategic roadmap for process excellence, optimization and scalability
• Partner with sales leaders and account executives to offer account insight to build pipeline volume and accelerate expansion velocity
• Optimize capacity and utilization resource planning to execute strategic growth with staff resources that may include external staff (consultants, contractors, and vendors)
• Scale a team through rapid growth of new customers, additional services and products while driving efficiency and profitability across engagements and departments
• Assist Candidly in achieving its mission and key business objectives by partnering closely with the leadership team to understand day-to-day operations with the goal of improving quality, accuracy, performance and service delivery
• Champion client priorities with senior leadership; Collaborate and communicate with product and engineering colleagues to influence client success initiatives within the product roadmap
• Drive innovation, use of contemporary analytics, and other qualitative problem-solving strategies to analyze opportunities, develop solutions, implement changes, and track results
• Anticipate business value concerns, poor ROI and process and related deployment obstacles and communicate internally

What You’ll Bring

• PMP certification a plus but not required
• BA/BS degree required; advanced degree preferred
• Track record of presenting to and building strong relationships with executive-level points of contact
• Strong Understanding of Service Deliverable SLAs
• Hands-on experience using success tools (e.g. help desk (Zendesk), project management, Salesforce, JIRA, Confluence, Gainsight, Client Success app, Gong)
• Experience in high-growth B2B SaaS companies implementing and delivering best-in-class experiences to enterprise-level customers
• Self-motivated, organized and accountable, with ability to balance time and juggle multiple projects through to completion
• Detailed-oriented, critical thinker that thrives in ambiguity and constant change
• 7+ years of hands-on experience leading teams in a customer-facing capacity across such functions as project management, customer success, implementations or user support, preferably in the employee benefits, workplace, and/or financial services sector (employee benefits, payments, and/or fintechs)
• Superb written and verbal communication skills
• Bonus points if prior experience in an enterprise project management office (EPMO)

Benefits

We support our Can-doers with comprehensive healthcare plans (medical, dental and vision), retirement plans, a co-working allowance, life and disability insurance, and paid vacation time, parental leave, and volunteer days. Of course, we also offer a student loan repayment benefit!

LOCATION

Our team is fully remote and is made up of leaders, creators, visionaries, parents, partners, cycling enthusiasts, winemakers, and champion jugglers (yes, really!) living and working all around the world. This role is open to candidates based in the US.

Background and EEOC

Candidly offers for employment are conditioned upon satisfactory completion of our employment screening process (including, but not limited to, a review of past employment and education records, background investigation, and/or credit check & fingerprints).

Candidly strives to foster an environment where every employee can succeed. As an Equal Opportunity Employer we do not discriminate on the basis of race, religion, color, sex, sexual orientation, gender identity, gender expression, national origin, age, non-disqualifying physical or mental disability, veteran status, or any other basis covered by applicable law. All employment is decided on the basis of qualifications, merit, and business need.