Remote Technical Account Manager

Summary

Join Newspack's commercial team as a Technical Account Manager and work with small- and medium-sized news publishers to migrate their sites to WordPress and launch on the Newspack platform.

Requirements

• You are motivated by impact, whether that’s achieved by rapid deployment of bespoke, high-profile sites; helping newsrooms take control of their online publishing; helping businesses with their digital transformation; or working with some of the most influential companies in the world to get the most out of WordPress
• Your style is to get things done while reducing friction for your colleagues and customers — to respond rapidly when called upon, as well as being proactive. You view our customers as partners and pride yourself in establishing long-term relationships
• You enjoy managing projects and timelines and working with everyone from engineers to GMs and VPs of Sales
• In addition, you have experience with: Influencing customer outcomes, analyzing customer health metrics, and tracking customer interactions via tools
• Collaborating closely with team members to support renewals and expansion opportunities
• Gauging customers’ levels of engagement with the company, and providing feedback to internal stakeholders regarding product and service improvements
• Creating structure in ambiguous situations and designing effective processes
• Leading customer on-sites, conducting service reviews, and empowering customers to achieve success and gain the greatest value from our products
• Effective problem-solving, conflict resolution, and context-switching
• Distilling and accomplishing goals and wish-lists into concrete next steps
• Remaining undaunted by managing risks in high stakes situations
• Conducting kick-off calls and getting everyone on the same page
• Working with WordPress or other web technologies

Responsibilities

• Work directly with our growing roster of small- and medium-sized news publishers to migrate their sites to WordPress and launch on the Newspack platform
• Troubleshoot technical and editor-facing issues as they arise, work with publishers to leverage and optimize Newspack’s feature set, and drive adoption of best practices in digital news publishing and monetization
• Work closely with our product engineers to refine the Newspack product based on experience, expertise, and publisher input
• Develop close relationships with your customers to understand their business/operational needs and technical challenges and help them achieve the greatest value from our products