Technical Account Manager

Summary

Join Newspack, a part of Automattic, as a Technical Account Manager (TAM) and help small- and medium-sized news publishers migrate their sites to WordPress and launch on the Newspack platform. You will work directly with publishers, troubleshoot technical issues, and collaborate with engineers to improve the product. This role requires experience with customer success, technical troubleshooting, and project management. You'll build strong relationships with clients, understand their needs, and help them achieve maximum value from Newspack. The ideal candidate is motivated by impact, proactive, and enjoys working with diverse teams. Automattic offers a competitive salary and a fully remote work environment with an open vacation policy.

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
• 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

Preferred Qualifications

Bonus points for software development and architecture experience, but writing code is not in scope for this position

Benefits

• Straightforward, competitive base salary
• Fully-remote company with an open vacation policy