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

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

What you’ll do:

• Own the technical onboarding and implementation of Vimeo’s strategic clients, serving as the technical expert across our products
• Work cross-functionally to streamline implementation and ensure it’s constantly operating towards success metrics
• Identify trends in onboarding and customer segments to work on ongoing workflow improvements
• Manage challenging client situations with solutions oriented handling and effective internal escalation processes to make visible to stakeholders and leadership 
• Act as an escalation resource for technical troubleshooting and escalation coordination between Enterprise clients and internal teams on issues including platform functionality, livestream broadcasts, integrations, and API support and create best practices 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
• Manage a high volume of project schedules and requirements, identify possible issues and clearly communicate them to project stakeholders
• Conduct competitive research to keep onboarding services competitive and unique

Skills and 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 and consultative in order to drive change
• Self-starter with the ability to work autonomously while communicating effectively with stakeholders across offices and functions
• Passion for understanding and 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