Set Up Manager

Job Description

The Set Up Manager is responsible for onboarding new clients onto D3's Volt OTT platform, guiding them through setup with clarity, confidence, and efficiency. Acting as the primary liaison, this role coordinates setup activities, communicates dependencies, and ensures clients are supported in adopting Volt's features and workflows. By coordinating cross-functional teams and configuring core platform elements, the Set Up Manager delivers a client-ready service that and sets the foundation for long-term success.

The role will be hybrid with at least 2 days per week working from our office based in Mumbai in the Goregaon area.

Responsibilities

- Client Onboarding Management Lead and oversee the onboarding process for new clients onto the Volt OTT platform, guide clients through product features and workflows ensuring a smooth, timely, and high-quality setup experience.
- Multi-Client Lifecycle Management Manage multiple clients at different stage of the onboarding-life cycles simultaneously.
- Client Communication & Progress Reporting Act as the primary point of contact for clients, clearly outlining dependencies, gathering required inputs, and providing regular, transparent updates on progress and key milestones.
- Cross-Functional Coordination Drive alignment across globally distributed internal teams including Engineering, Product, Video Specialists, Infrastructure & Operations, Customer Services, Commercial, and Account Management to ensure coordinated execution against the run book, timelines, and quality standards.
- Risk Anticipation & Issue Management Support clients through challenges that arise during onboarding, anticipating potential roadblocks and adapting approaches as needed to keep the setup process smooth, on track, and aligned with agreed expectations.
- Procurement Management Collaborate with the procurement team to order and track third-party services required for client setups, ensuring timely and accurate fulfilment.
- Platform Configuration Configure client video metadata within the Video CMS and set up the Presentation Manager CMS, including client pages, rails, and assets, to ensure the platform is correctly prepared for launch.
- Client Training & Enablement Reinforce product training by guiding clients through their specific Volt configuration, ensuring they understand how to manage their metadata, pages, and features confidently as part of the onboarding process.
- Client Transition & In-Life Support Ensure a smooth transition into support at go-live, while staying engaged with clients post-launch to address reported issues and coordinate maintenance activities that keep services stable and effective.
- Budget Tracking & Reporting Maintain accurate and up-to-date records of effort consumption and budget usage, providing transparency for internal stakeholders.
- Continuous Process Improvement Identify opportunities to streamline workflows and improve efficiency in the client onboarding process.

Requirements

- Bachelor's degree in Business, Project Management, Technology, or a related field or equivalent practical experience.
- Strong understanding of digital platforms, including websites, apps, and core user journeys such as sign-up, sign-in, and subscription flows.
- Awareness of online video streaming concepts (e.g., content delivery, playback, DRM, advertising); direct OTT experience is an advantage but not essential.
- Basic understanding of project management principles (e.g., Agile or Waterfall).
- Comfortableusing collaboration and tracking tools (e.g., Jira, Confluence)to keep onboarding activities organized.
- Excellent organizational, communication, and problem-solving skills.

Experience

- 23 years of experience in supporting clients through onboarding or implementation of digital products or SaaS platforms ideally within a technology, media, or digital services environment.
- Hands-on involvement in configuring or testing digital applications (e.g., websites, apps, or CMS systems).
- Exposure to client-facing work, with the ability to build relationships and communicate clearly and professionally.
- Experience collaborating with cross-functional teams, ideally including product,engineering, operations, and client service functions.
- Familiarity with time and budget tracking to support accurate reporting and effective operational governance.
- Ability to manage multiple priorities and adapt quickly in a fast-paced, evolving environment.

We're looking for someone who is:

- driven to push the boundaries and lead change and performance
- communicative to leave no-one in the dark and to work with your team successfully
- reliable so we know that we can call on you to meet deadlines
- passionate about the latest technologies and standards
- proactive to suggest improvements, identify and fix potential issues
- solid technically speaking, to advise both Clients and internal teams

Our people are key to our success and we pride ourselves on offering a dynamic, creative, innovative and supportive environment. Having the right combination of a can-do approach, strong work ethic, integrity, friendliness and attention to detail is crucial.

Even if you don't tick all the boxes for one particular role, but you have a keen interest in what we do, send us your details, we may find a suitable match during the interview process.

Deltatre consciously nurtures an environment where each and every team member feels safe to bring their whole selves to work, in which everyone is valued and respected for who they are and what they bring. Everyone has the opportunity to reach their full potential, and every team member is expected to treat everyone with dignity and respect, value different perspectives, use inclusive language and work in alignment with Deltatre's commitment to diversity and inclusion. At Deltatre, everyone is welcome and celebrated.

Other information

We are committed to ensuring that we provide equal opportunities for all. Please let us know if you need us to make any adjustments or if you have any special requirements for the interview process. Depending on the role this normally includes a written test and interview.