Technical Solutions Consultant

Summary

Join Pantheon's Technical Solutions Consulting team as a remote Technical Account Manager, contributing to the success of our diverse clientele. Leveraging your 5+ years of experience in a similar role, you will build and maintain strong customer relationships, ensuring their technical success on the Pantheon platform. Your responsibilities include acting as the primary technical point of contact, proactively mitigating risks, providing technical guidance, and conducting account reviews. You will need a strong technical background in web development, hosting, and related technologies, along with excellent communication and problem-solving skills. Experience with the Pantheon platform and various technical roles across different industries is preferred. Pantheon offers competitive compensation, comprehensive benefits, and a fantastic work environment.

Requirements

• 5+ years of experience as a Technical Account Manager, Solutions Architect, or equivalent role, managing technical relationships with customers and accountable for driving adoption and helping customers grow and evolve
• Strong technical background, with a solid understanding of web development, hosting, and related technologies
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers
• Ability to analyze technical data and identify trends, risks, and opportunities
• Strong problem-solving skills, with the ability to troubleshoot technical issues and find effective solutions
• Ability to manage multiple accounts and priorities effectively

Responsibilities

• Act as the primary technical point of contact for assigned accounts, building strong relationships with key stakeholders
• Manage the technical aspects of the customer relationship, ensuring customer satisfaction and retention
• Proactively identify and mitigate technical risks and issues, working closely with support and engineering teams
• Provide technical guidance and support to customers, helping them optimize their use of the Pantheon platform
• Conduct regular technical account reviews, analyzing performance metrics, identifying trends, and providing recommendations for improvement
• Develop and maintain technical account plans, outlining key objectives, success metrics, and strategies for achieving customer goals
• Collaborate with Customer Success Managers and other internal teams to ensure a seamless customer experience
• Assist with onboarding new customers, providing technical training and guidance
• Identify and communicate opportunities for account growth and upsell
• Manage and resolve technical escalations, ensuring timely and effective resolution

Preferred Qualifications

• Experience with the Pantheon platform
• Experience with and understanding of git workflows, hosting stacks, cloud architecture, Drupal/WordPress architecture, edge delivery, decoupled frameworks, CI / automation / devops, high - performance architectures, infosec, etc. Should have specialist knowledge in multiple areas
• Experience across multiple technical roles, with exposure to a breadth of development contexts and industry verticals (agency, EDU, .gov, advocacy, corporate, small business)
• Ability to run discovery sessions, translate customer requirements into a project plan, and coordinate support across teams to successfully deliver
• Ability to discuss business drivers, commercial aspects of the customer’s web business, and financial impact of risk and recommendations
• Experience working with global development teams
• Training and documentation experience

Benefits

• Industry-competitive compensation and equity plan
• Time off to recharge US: Flexible time off, sick days, and 13 paid holidays
• Canada: Paid time off (PTO), paid sick leave (PSL), and 11 paid holidays
• Comprehensive medical coverage: health, dental, vision
• Paid parental leave (plus fertility, adoption, and other family planning benefits)
• In-office workspace available in San Francisco (US) and Vancouver (Canada)
• Top-of-the-line equipment and tools
• Monthly allowance for wellness, reading, and access to LinkedIn Learning for continued development
• Team-based and company-wide events and activities that inspire, educate, and cultivate