The Customer Experience Team is seeking a thought leader with experience in project organization and execution to build and manage the Managed Customer Experience program. This role will be responsible for improving onboarding, adoption, engagement and retention through execution of white glove, or managed, Customer Experience lead strategies.
What you’ll do:
- Program Development and Implementation: Design and implement customer experience initiatives that drive onboarding, adoption, retention, and organic growth
- Project Manage: Develop the program’s project roadmap, collaborate with cross-functional teams to ensure alignment and execute toward successful initiative rollout
- Measure Success: Track, measure and evaluate program KPIs and SLAs including reporting and dashboards
- Manage Capacity: Enhance team capacity by standardizing and automating time-consuming activities
- Training and Enablement: Develop and deliver training materials and resources to empower Customer Success team members to execute programs effectively
- Power Internal Feedback Loop: Maintain relationships across teams to highlight customer priorities such as support, Vimeo Academy curriculum and product
- Tell a Data Story: Analyze data to understand customer health and develop Customer Success playbooks and recommendations for product usage improvement
- Drive Innovation: Stay updated with the latest developments onboarding, customer success and retention best practices to continuously improve our strategies
Skills and knowledge you should possess:
- 5+ years of Experience in Customer Success, Customer Operations, or related field at a high growth tech company
- Self-starter, ability to work independently to make decisions in nuanced situations
- Experience building products, system workflows and/or processes to improve internal operations
- Strong leadership and diplomatic stakeholder management skills
- Excellent analytical, problem-solving abilities
- Ability to communicate effectively and proactively with stakeholders at all levels of the organization
- Strong project management skills, organization and attention to detail
- A curious and, learning mindset
- Keen eye for assessing risk and ability to escalate appropriately
Bonus points (nice skills to have, but not needed):
- Experience at a scaling SaaS company
- Video / Vimeo familiarity
- Familiarity with PMP or Agile project management philosophies
- Experience implementing change management plans
- Willingness to fail and try new things
#LI-OZ1
Targeted Base Salary Range: $86,400 to 132,000
The base salary range listed above is for candidates located in the U.S., including the New York City metro area.
At Vimeo, we strive to hire and nurture amazing talent across the globe. Actual salaries will vary depending on factors including but not limited to experience, specialized skills, internal alignment and a candidate’s home base.
Base salary is just one component of Vimeo’s total rewards philosophy. We offer a wide range of benefits and perks that appeal to the variety of needs across our diverse employee base! Other rewards may include bonus or commission, Restricted Stock Units (RSUs), paid time off, generous 401k match, wellbeing resources, and more.
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