Success Program Changes- August 2023

On August 1st, 2023, we are making several improvements to the Vivian Success Program so that you can better manage your business and scale your growth on the Vivian platform. These improvements fall into 3 buckets: better management tools for Admins, more predictable invoicing, and a simplified billing policy. We have listened to and integrated your feedback into our upcoming improvements.

Better management tools for Admins

We’re adding several new features to the Placement Tracker so that you can better manage your reported placements on Vivian. 

1. CSV Download Button 

Customer admins are now able to directly download their reported placement data for easier review. Simply set the filters you’d like to use, and then press the “Download CSV” button in the top-right corner of your “Team placements” tab

2. Dispute Categorization

Vivian account administrators will now need to select a dispute reason from a dropdown. This change will allow for better program management and quicker review of any disputed reported placement records.

3. Improved Record Matching Criteria

Vivian will no longer match leads to your placement records based on a candidate's name. This change is being made in an effort to reduce any incorrectly generated start records and make the monthly review process easier for you.

More predictable invoicing 

We are standardizing more parts of our invoicing process to save you time and reduce administrative burden. 

1. Placement Records Reviewed and Invoiced Based on the Date Received

The review and subsequent invoice period for placement records within the Placement Tracker will now be based on when the record was received by Vivian to allow for cleaner processes. Vivian customers will be able to identify what records are in scope for review and billing for the month based on when the record was sent to Vivian. Only placement records received within 5 days after the end of the month will be in- scope for review and invoicing during that period. This will provide a clear view of what records can be reviewed and when. Please note that while this update pertains to placement record review and invoicing, the included starts and any respective overage prices remain unchanged with the agreed fees for included starts and overage placements still being predicated on the month in which the start occurs. This change, which provides additional review time for placements, means that invoices will:

a) No longer be restated in relation to any placement disputes after the invoice is sent.  

b) Be sent on a normal cadence by the 25th of the month in which the records are being reviewed. 

For example, while assessing placement overage fees for the month of January, only records received by 2/5 will need to be reviewed by 2/18, at which point Vivian will review any disputes, and invoice accordingly. A record received on 2/6 with a start date of 1/10 would therefore have its review period extended until 3/18, at which point it would no longer be reviewable but would still be taken into consideration for billing based on January starts. See below for examples:

*records with start dates for current or future months will have their review period extended to align with the month after the start date

5. Invoice Billing Schedule

We want to save you time and give you peace of mind that there will be no disruption to your business. Therefore, payment of invoices will be due upon their issue, and will be automatically charged to the credit card on file, unless stated differently on subscription order form.

6. Enforcement of Default Payments

In the event of a default of payment, 30 days after sending a notice of default Vivian will either 1) suspend access to the Services and/or the delivery of Connections or 2) charge interest on the past due amount at the rate of 1.5% per month.

A simplified billing policy 

We’re making two improvements to our billing policy, with a focus on providing you greater clarity and transparency. Our goal is to ensure that you have a clear understanding of how our billing process works, making it easier for you to manage your expenses and avoid any confusion. 

1. We No Longer Bill for Extensions 
   An extension is defined as an increase in duration of the same contract at the same facility. We will no longer bill for these. This change ensures our pricing is more aligned with how you run your business.
2. Attribution Disputes No Longer Accepted

Previously we allowed disputes for attribution reasons. Specifically, we allowed customers to file a dispute if a recruiter said they made their first contact with a candidate lead off of Vivian even if they had subsequent interactions on Vivian. Moving forward, we will be charging for candidate leads within 90 days of the start regardless of whether the initial interaction occurred off of Vivian. Our goal at Vivian is to provide you with the best candidate sourcing and engagement experience to support your business goals. This policy change aims to reflect that.   

In summary, we are introducing these improvements across the board to help you grow your business and maximize your performance on Vivian. We will be sharing amended contracts in the coming weeks to ensure your alignment with these changes. With our updated program, you can expect streamlined processes, increased transparency and a stronger alignment of incentives which is the overall goal of the Vivian Success Program. Please reach out to your Account Manager with any questions.