Implementation Manager

1 Month ago • 2 Years +

Job Summary

Job Description

The Implementation Manager will be responsible for the technical onboarding and implementation of Vimeo Enterprise clients. This role involves understanding client use cases, managing project schedules, and ensuring the successful completion of onboarding initiatives. The Implementation Manager will collaborate with the Customer Success team, manage client situations, and communicate effectively with stakeholders across offices. The role also requires serving as a technical expert, particularly in front-end customizations and live streaming workflows. The responsibilities include owning the technical onboarding and implementation, improving the onboarding process, managing client situations, managing project schedules, developing partnerships, and serving as a technical expert for Enterprise customers.

Must have:

2+ years of project/program management experience.
Fluency in Japanese and English.
Ability to quickly understand and explain technical concepts.

Good to have:

Experience at a scaling SaaS company.
Video familiarity.
Experience working with a team that spans across time zones

6 skills required

6 skills required for this role

Add these skills to join the top 1% applicants for this job

javascript

css

front-end

onboarding-process

saas-business-models

talent-acquisition

Job Details

The Implementation team is dedicated to ensuring our users are getting the most out of Vimeo’s Enterprise offerings by providing a seamless onboarding experience across platforms. In this role, you will work alongside the Vimeo team based in London and NYC to drive onboarding and ongoing client-specific projects.

As an Implementation Manager, you will be responsible for reviewing and understanding our enterprise client’s use cases and be responsible for tracking, prioritizing, and executing onboarding objectives. The Implementation Manager works cross-functionally with our clients in collaboration with the Customer Success team to ensure the successful completion and implementation of onboarding initiatives in a timely manner. This includes ensuring clients have a deep understanding of our enterprise platforms and their implementation of it. This role will combine your passions of organized problem-solving, tinkering with platforms, and working closely with enterprise-level clients.

What you’ll do:

Own the technical onboarding and implementation of Vimeo Enterprise
Work with our Operations team to constantly improve and iterate on the onboarding process
Manage challenging client situations with solutions-oriented handling and effective internal escalation processes to make visible to stakeholders and leadership
Manage a high volume of project schedules and requirements, identify possible issues and clearly communicate them to project stakeholders
Develop trusted partnerships with internal stakeholders by collaborating and delivering on common goals
Serve as expert in the cultural business and technical practices of the region, relaying use case trends common product applications across offices
Ability to serve as the technical expert for our Enterprise customers, particularly as it relates to basic front-end customizations, working with App Platforms, and live streaming workflows

Skills and knowledge you should possess:

2+ years project/program management, enterprise technical support or account/customer success management background, involving the ability to manage many clients at once preferably in a Software-as-a-Service (SaaS) company
Fluency in Japanese and English
Ability to quickly understand and explain technical concepts and business interdependencies
Experience working closely with Enterprise-level 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 infrastructure
Basic experience or interest in learning basic CSS and Javascript

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

Experience at a scaling SaaS company
Video familiarity.
Experience working with a team that spans across time zones

About Us:

Vimeo (NASDAQ: VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users – from creative storytellers to globally distributed teams at the world's largest companies – whose videos receive billions of views each month. Learn more at www.vimeo.com.

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 and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.