The Vimeo Solutions team is dedicated to ensuring our Enterprise clients are getting the most out of Vimeos offerings. Previously focused only on our OTT offering, the team has expanded their focus to all Enterprise-level offerings across Vimeo, OTT, & our live streaming products.
As the Manager, Technical Onboarding on the Solutions team, you will be responsible for the onboarding program for Vimeos emerging Enterprise-level customers across all product lines: Vimeo OTT, Vimeo Enterprise, & Vimeo Custom. Our emerging Enterprise-level offering of technical onboarding will aim to solve issues unique to one of Vimeo's fastest growing customer bases. These clients have incredible potential to flourish in the Vimeo community with the proper training, enablement & project management resources.
What youll do:
- Own the Vimeo onboarding program for emerging Enterprise customers, collaborating with the team to reimagine the onboarding offering, refine existing methodologies & develop enhancements that result in efficient, repeatable delivery for our Enterprise clients
- Manage a small team of Onboarding specialists. Track team capacity & develop tactics to maximize value of in-person onboarding resources by maximizing operational & automation practices
- Act as a coach to help the team excel in consultative technical services, levering internal expertise & resources across sales, account management, app building, solutions engineering & product
- Become deeply ingrained in emerging enterprise customer handling, effectively managing client escalations, resetting misaligned expectations & diffusing technical & strategic roadblocks
- Liaise with our Branded Apps team for timely app build & submission on behalf of our OTT clients
- Work toward greater automation of our current onboarding processes alongside Solutions Engineering & Solutions Operations to uplevel internal & external tools for an in-product onboarding experience
Skills & knowledge you should possess:
- 5+ years of experience working with strategic customers on technology solutions
- A problem solving work style that is collaborative, positive & consultative
- Prior knowledge of implementation, enablement & customer success standard methodologies
- Ability to quickly understand technical concepts & business interdependencies
- Ability to assess complex situations & make make swift decisions, balancing needed momentum between scalable process changes & client urgency
Bonus points (nice skills to have, but not needed):
- Prior management experience
- OTT or video familiarity
- Experience at a quickly scaling, growth stage SAAS company
- A love for building new processes & experiences for customers
Vimeo is the worlds leading professional video platform & community. We empower over 200 million users from creatives to entrepreneurs to the worlds largest brands to grow their business with video. Our products make it easy to create high-quality, impactful videos & to reach teams, audiences & customers anywhere.
Vimeo is powered by a growing team of over 650 passionate, dedicated humans. Were headquartered in New York City with offices around the world. We believe our impact is greatest when our workforce represents the diverse & global community that we serve, & were proud to be an equal opportunity employer where diversity, equity & inclusion is prioritized in how we build our products, leaders & culture. Learn more at www.vimeo.com/jobs.