Senior Implementation Manager, Vimeo

• 4+ years project/implementation management, enterprise technical support or account/customer success management background, involving the ability to manage many clients at once
• Working knowledge of the Software-as-a-Service (SaaS) business model
• Ability to quickly understand and explain technical concepts and business interdependencies
• Experience working with API endpoints and troubleshooting calls/payloads
• Experience working closely with Enterprise-level and/or Strategic clients
• A problem solving work style that is collaborative, positive and consultative
• Self-starter with the ability to work autonomously while communicating effectively with stakeholders across offices
• Experience with live streaming and video infrastructure
• Basic experience with CSS, HTML and Javascript

Desirable

• As a Senior Implementation Manager, you will be responsible for serving as an experienced project manager on the team, working with our largest clients during their first 30/60/90 days to launch both web and branded apps
• Your primary responsibilities encompass reviewing and understanding clients’ use cases and being responsible for tracking, prioritizing, and executing onboarding objectives
• The ideal candidate is expected to work cross-functionally with our clients and the broader OTT team, including Sales, Product and Engineering, to ensure the successful implementation of your client’s initiatives
• You will also have an opportunity to work with team leadership to build out customer programs geared towards success and retention, redefining the ways in which the team should best operate
• You will need to quickly understand technical concepts and translate them to clients, and have a knack for prioritizing issues and making decisions quickly!
• Own the technical onboarding and implementation of Vimeo OTT for our Enterprise clients, from basic setup and configuration to advanced service and data migrations
• Serve as the technical expert for our Enterprise customers, particularly as it relates to migrations, basic front-end customizations, working with App Platforms, and live streaming workflows
• Manage a high volume of concurrent project schedules and requirements, proactively identify possible issues and clearly communicate them to project stakeholders
• Manage challenging client situations with solutions oriented handling and effective internal escalation processes to make visible to internal stakeholders and leadership
• Develop trusted partnerships with internal stakeholders by collaborating and delivering on common goals
• Identify trends in onboarding and customer segments to document and improve internal improvements and and create methodologies for scaling these processes
• Manage and prioritize incoming issues and requests from Enterprise clients to effectively influence product focus and long-term roadmap and create a tight feedback loop between your clients and product teams
• Identify opportunities to enhance the onboarding process, and manage internal projects in support of corporate goals related to implementation