The Technical Account Manager is a newly established role within the Creator Platform team, serving as the primary contact for Vimeo’s top-tier business customers. You will be their dedicated point of contact, assisting in onboarding, resolving and troubleshooting day-to-day issues, handling account management responsibilities, and acting as a trusted advisor on video best practices. You will liaise between these premium customers and Vimeo’s internal teams to assure customer satisfaction and retention. This position requires a tech savvy candidate with a background in account management or support, and a track record of working with demanding enterprise customers. This is a unique opportunity to be an integral part of a new and exciting growth area within the company, and to gain responsibility as you help the business grow.
Ensure that Vimeo’s enterprise clients receive high-touch, prompt, professional customer service (including phone support as needed)
Identify, respond to, and coordinate resolution of platform-related technical issues raised by customers, in compliance with Service Level Agreements
Facilitate onboarding of new enterprise clients (content migration, account setup, training/best-practices)
Fully own the customer relationships with Vimeo’s top-tier accounts, including proactive outreach to ensure their satisfaction
Troubleshoot basic API inquiries and coordinate with the API team to assist customers with their custom integrations
Vet and report technical issues to the appropriate engineering team, and ensure they are resolved as quickly possible
Provide user-facing help content (“Getting Started” guide, FAQs)
Prepare monthly reports on trends related to enterprise support (e.g., common topics, pain points, and feature requests) as well as emerging use cases
Act as Community Team product liaison and user advocate for enterprise product initiatives
Provide advice, best practices, and expertise on all aspects of the product offering
Introduce customers to upcoming and newly release features
Identify new upsell opportunities
Coordinate with finance team to manage all aspects of billing, payments, and upgrades for individual accounts
Skills & knowledge you should possess:
2+ years experience working in enterprise environments in customer support or account management roles, and at least 4 years experience total
Experience in troubleshooting complex technical enterprise issues
Understanding of web APIs and programming framework
Strong client-facing relationship management skills, including organizing and managing high profile customer calls
Excellent written communication and interpersonal skills
Proactive and highly organized approach to work
Ability to multi-task, manage multiple accounts at once and on an ongoing basis
Experience with online video technologies is a plus
A college degree (a technical degree is a plus)
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