Technical Account Manager

Summary

Join Automattic's Special Projects team as a Technical Account Manager (TAM) and ensure partners enjoy a seamless experience with WordPress and Automattic products. You will collaborate closely with partners, designers, and developers, managing their requests and providing feedback for product improvement. Responsibilities include resolving partner requests, tracking progress, configuring WordPress and WooCommerce, handling site migrations, and communicating effectively with partners. The role requires advanced WordPress expertise, excellent communication skills, problem-solving abilities, and attention to detail. Automattic offers a fully remote work environment with an open vacation policy and competitive compensation.

Requirements

• An advanced level of WordPress admin expertise, including: Experience designing, publishing, and debugging content using the WordPress Block Editor
• Understanding how a website makes use of Posts, Pages, and Custom Post Types
• Ability to identify which themes and plugins are active on a site, and what they are responsible for
• Excellent English writing and communication skills, with an aptitude for taking technical language and making it understandable
• Ability to triage requests, escalating needs outside the skillset/scope of the role to other team members
• Comfortable creating structure in ambiguous situations and pursuing a clear path forward
• Effective problem solving, conflict resolution, and context-switching
• Distilling goals and wishlists into concrete next steps
• Remaining undaunted by managing risks in high-stakes situations
• An eye for detail, and an innate desire to close out all items on a project checklist

Responsibilities

• Work closely with our partners to resolve their incoming requests with high precision
• Manage and track partner requests that involve support from designers and developers, ensuring all requirements are outlined accurately and resolutions are timely
• Dive into WordPress and WooCommerce configurations, setup, and site building
• Handle site migrations and basic DNS configuration
• Communicate effectively and proactively with our partners to ensure all their site needs are being met
• Help our partners use Automattic’s products—particularly WordPress, WooCommerce, Jetpack, and Sensei LMS
• Troubleshoot, investigate, and write detailed GitHub Issues
• Share knowledge, tools, and tips to help team members
• Cultivate strong relationships with our partners to understand their business/operational needs and how Automattic’s products can meet those needs
• Communicate clearly and effectively to a diverse set of partners with varying levels of technical aptitude

Benefits

• Fully-remote company with an open vacation policy
• Salary range: $85,000-$130,000 USD