Team Lead, Technical Account Manager

Summary

Join Pressable, a managed WordPress hosting service, as a Team Lead for the Technical Account Management team. You will shape the future of customer engagement, manage a team of Technical Account Managers, and ensure customer success. Responsibilities include mentoring the team, conducting technical migrations and audits, acting as a technical sales engineer, and working cross-functionally with Sales, Support, and Product teams. You will also develop training programs, implement processes, and analyze customer data to drive continuous improvement. This role requires strong technical skills, leadership experience, and excellent communication abilities. The ideal candidate thrives in a fast-paced environment and is passionate about customer success and team development.

Requirements

• You are a results-oriented leader with a passion for customer success and team development
• You thrive in a dynamic start-up environment and are comfortable wearing multiple hats
• You possess a strong understanding of technical account management principles and best practices
• You have a proven track record of building and managing high-performing teams
• Your communication and interpersonal skills are exceptional, enabling you to build strong relationships with both internal and external stakeholders
• You are proactive, organized, and possess excellent problem-solving and decision-making abilities
• Expert working knowledge in various technologies, languages, and tools, such as Git, Grafana, PHP, APMs, caching, and more
• Leading and motivating technical teams to achieve and exceed performance targets
• Developing and implementing customer success strategies that drive adoption and retention
• Building and scaling processes and training programs within a technical organization
• Working effectively in a cross-functional environment, collaborating with Sales, Support, and Product teams
• Analyzing customer data to identify trends and insights that inform strategic decision-making
• Managing and resolving complex customer escalations
• WordPress development and a deep understanding of managed hosting services
• Excellent verbal and written communication skills, with the ability to present technical information to both technical and non-technical audiences
• Strong organizational and project management skills

Responsibilities

• Manage, mentor, and develop a team of Technical Account Managers, fostering a collaborative and high-performing environment
• Lead by example as a player-coach, directly engaging with customers by conducting technical migrations, performing in-depth performance audits, resolving architecture issues, and providing code-level recommendations to optimize customers’ websites for stability and speed
• Act as a hands-on technical sales engineer during the pre-sales cycle, delivering compelling product demonstrations, conducting architecture reviews, and providing technical deep dives to support the Sales team in closing deals
• Serve as a primary technical escalation point for complex pre-sales and onboarding issues, guiding the team through challenging resolutions while directly contributing to customer success
• Set clear performance goals and expectations for the team, and regularly assess individual and team performance against these goals
• Develop and implement strategies to drive customer adoption, satisfaction, and retention
• Design, document, and implement processes and policies to optimize the Technical Account Management function and ensure a consistent and successful onboarding experience
• Create and deliver training programs and materials to enhance the technical and customer-facing skills of the team
• Act as a strategic partner to Sales, providing pre-sales technical consultation, helping qualify solutions, and ensuring smooth handoff and continuity from Sales ownership to TAM ownership to Support ownership
• Actively participate in sales enablement initiatives by educating the Sales team on hosting capabilities, roadmap updates, and customer use cases
• Work with Sales to identify expansion opportunities and renewals, ensuring TAMs are proactively supporting revenue retention and growth goals
• Partner with the Support team to streamline issue resolution and ensure a consistent and positive customer experience
• Work with the Product team to relay customer feedback, identify opportunities for product improvement, and contribute to the product roadmap
• Analyze customer data and metrics to identify trends, proactively address potential issues, and drive continuous improvement in our service offerings
• Manage escalated customer issues during the pre-sales and onboarding stages, leveraging your technical expertise and problem-solving skills to ensure timely and effective resolutions
• Contribute to the development of internal knowledge bases and documentation to improve team efficiency and customer self-service capabilities
• Stay up-to-date with the latest WordPress trends, hosting technologies, and Pressable platform updates

Benefits

• Health Benefits for US-based staff (99% Paid Employee Medical, Dental, and Vision)
• Matching 401(k) for US-based staff
• Life and Disability Insurance for US-based staff (100% Paid Life, & LTD)
• Work from home with home office setup and coworking allowances
• Open vacation policy (no set number of days per year)
• Hardware and software, books or conferences that promote continued learning