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The Vimeo Solutions team is dedicated to ensuring our users are getting the most out of Vimeos Enterprise offerings by providing a seamless onboarding & implementation experience across platforms. In this role, you will work with the Vimeo Solutions team based in NYC, London, Sydney, & Bangalore to manage onboarding & ongoing client-specific projects. You will contribute to the ongoing improvement of our experience to build innovative solutions & processes that drive the business forward. 

As a Sr Technical Program Manager, you will be responsible for reviewing & understanding our most strategic clients use cases & responsible for tracking, prioritizing, & executing onboarding objectives. You will work cross-functionally with our clients, the broader Customer Experience team, Sales, Product & Engineering teams to ensure the successful implementation of your clients onboarding initiatives. You will work closely with leads on the Solutions team to build out customer programs geared towards success & retention, redefining the ways in which the team should best operate. You should have the ability to quickly understand technical concepts & translate them to clients, & have a knack for prioritizing issues & making decisions quickly. 

What youll do:

  • Own the technical onboarding & implementation of Vimeos corporate & strategic clients, serving as the technical expert across our products
  • Work cross-functionally to streamline implementation & ensure its constantly operating towards success metrics
  • Identify trends in onboarding & customer segments to work on ongoing workflow improvements
  • Manage challenging client situations with solutions-oriented handling & effective internal escalation processes to make visible to stakeholders & leadership 
  • Act as an escalation resource for technical troubleshooting & escalation coordination between Enterprise clients & internal teams on issues including platform functionality, livestream broadcasts, integrations, & API support & create best practices for scaling these processes
  • Manage & prioritize incoming issues & requests from Enterprise clients to effectively influence product focus & long-term roadmap & create a tight feedback loop between your clients & product teams
  • Manage a high volume of project schedules & requirements, identify possible issues & clearly communicate them to project stakeholders
  • Conduct competitive research to keep onboarding services competitive & unique

Skills & knowledge you should possess:

  • Project, program, or account management background, involving the ability to manage many clients at once
  • Experience leading teams or programs
  • Experience working closely with Enterprise-level clients
  • A problem solving work style that is collaborative, positive & consultative in order to drive change
  • Self-starter with the ability to work autonomously while communicating effectively with stakeholders across offices & functions
  • Passion for understanding & triaging technical concepts or products

Bonus points (nice skills to have, but not needed): 

  • Experience at a quickly scaling, growth stage SaaS company
  • Video familiarity
  • Experience working with a team that spans across time zones

Vimeo (NASDAQ: VMEO) is the worlds leading all-in-one video software solution. Our platform enables any professional, team, & organization to unlock the power of video to create, collaborate & communicate. We proudly serve our growing community of over 260 million users from creatives to entrepreneurs to the worlds largest companies.

Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse & global community. Were proud to be an equal opportunity employer where diversity, equity, & inclusion is championed in how we build our products, develop our leaders, & strengthen our culture.

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