Technical Account Manager - Automattic Special Projects Team at Automattic

Worldwide

$85k - $130k

<p>As a Technical Account Manager (TAM) on the <a href="https://automattic.com/">Automattic</a> Special Projects team, your primary responsibility will be to ensure our partners have an excellent experience with <a href="https://wordpress.org/">WordPress</a> and <a href="https://automattic.com/about/">Automattic products</a>, from initial partner onboarding through the entire support and maintenance lifecycle of a website. Your role involves close collaboration with site owners, designers, and developers to actualize partner requests, while also providing valuable feedback for product improvement to Automattic’s teams.</p> <p><strong>Your key responsibilities will include:  </strong></p> <ul> <li>Driving our partners’ adoption of WordPress and other Automattic products and services.</li> <li>Working closely with our partners to resolve their incoming requests with high precision.</li> <li>Drawing on your technical acumen and verbal and written communication skills to represent Automattic.</li> <li>Collaborate with partners to define website functionality in ambiguous contexts, and take ownership of delivery, timelines, and outcomes.</li> <li>Diving into WordPress and WooCommerce configurations, setup, and site building.</li> <li>Leading high-touch deployments or launches, including DNS configuration, domain transfers, data migrations, and integrations.</li> <li>Acting as the “voice of the customer” for our product teams, championing areas for opportunity, and surfacing bugs.</li> </ul> <p><strong>Other responsibilities:</strong> </p> <ul> <li>Developing close relationships with our partners in order to understand their business/operational needs and technical challenges, and help them achieve the greatest value from our products—particularly (but not limited to) <a href="https://wordpress.com">WordPress</a>, <a href="http://woocommerce.com/">WooCommerce</a>, <a href="http://jetpack.com/">Jetpack</a>, and <a href="https://www.mailpoet.com/">MailPoet</a>.</li> <li>Troubleshooting technical and editor-facing issues as they arise, resolving the root causes where possible, and liaising with engineers where more in-depth support is needed.</li> <li>Translating partner requests into concrete, WordPress-focused requirements.</li> <li>Writing up clear, detailed tasks for team members to execute.</li> <li>Responding to urgent incidents on our partner sites (such as fatal errors or workflow-blocking bugs) with speed, care, and attention to detail.</li> <li>Continuously looking to improve and share processes that increase active project capacity. </li> <li>Communicating confidently with third parties about partner needs, integration requirements, and WordPress best practices.</li> <li>Demonstrating ownership of the quality of our partners’ sites by advocating for their needs, verifying solutions we've delivered, and having a high attention to detail.</li> <li>Sharing knowledge, tools, and tips to help team members.</li> <li>Communicating clearly and effectively to a diverse set of partners with varying levels of technical aptitude.</li> </ul> <p><strong>About you:</strong></p> <ul> <li>You have an obsessive need to provide “beyond the expected” customer service to the folks you work with.</li> <li>Your project management approach will strike a balance between thoroughness and momentum, keeping complex initiatives moving forward while maintaining quality and meeting deadlines.</li> <li>An advanced level of WordPress admin expertise, including:</li> <ul> <li>Ability to understand how plugins and themes interact with the site and with each other.</li> <li>Comfort using the Site Editor to modify patterns and page templates.</li> </ul> <li>A strong background with general web technologies, including: DNS, web accessibility, site performance, technical SEO, and ecommerce.</li> <li>Excellent English written and verbal communication skills, with an aptitude for taking technical language and making it understandable.</li> <li>Ability to triage requests, escalating needs outside the skillset/scope of the role to other team members.</li> <li>Demonstrated ability to manage assigned work independently while adjusting to new and competing priorities.</li> <li>Comfortable creating structure in ambiguous situations and pursuing a clear path forward.</li> <li>Effective problem solving, conflict resolution, and context-switching.</li> <li>Distilling goals and wishlists into concrete next steps.</li> <li>Remaining undaunted by managing risks in high-stakes situations.</li> <li>An eye for detail, and an innate desire to close out all items on a project checklist.</li> <li>A demonstrable understanding of how AI can multiply your productivity.</li> </ul> <p><strong>Bonus points if you have:</strong></p> <ul> <li>Contributed to an open source project.</li> <li>Used <a href="https://linear.app">Linear</a> as a project or product management tool.</li> <li>Read <a href="https://www.unreasonablehospitality.com/">Unreasonable Hospitality</a>.</li> <li>Supported or run your own WooCommerce store.</li> </ul> <p><strong>We are currently prioritizing at least one candidate that works during typical business hours in the Pacific time zone (approximately 16:00 to 02:00 UTC).</strong></p> <p><strong>Salary range: $85,000 -$130,000 USD.</strong>  Please note that salary ranges are global, regardless of location, and we pay in local currency.</p> <p>We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated.</p> <p>This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy. Read more about our <a href="https://automattic.com/compensation/"> compensation philosophy</a>. To see a full list of benefits by country, consult our <a href="https://automattic.com/benefits/">Benefits Page</a>. And check out these links to learn more about <a href="https://automattic.com/how-we-hire/">How We Hire</a> and <a href="https://automattic.com/expectations/">What We Expect from Ourselves</a>.</p><p><strong>About Automattic</strong> </p> <p>Now in <a href="https://timeline.automattic.com/">our 20th year</a>, we’re the people behind <a href="http://wordpress.com/">WordPress.com</a>, <a href="https://href.li/?http://woocommerce.com/">WooCommerce</a>, <a href="https://href.li/?https://www.tumblr.com/">Tumblr</a>, <a href="https://href.li/?http://simplenote.com/">Simplenote</a>, <a href="https://href.li/?http://jetpack.com/">Jetpack</a>, <a href="https://href.li/?http://longreads.com/">Longreads</a>, <a href="https://href.li/?https://dayoneapp.com/">Day One</a>, <a href="https://href.li/?https://www.pocketcasts.com/">PocketCasts</a>, <a href="https://www.beeper.com/">Beeper</a>, and more. We believe in making the web a better place.</p> <p>We’re a distributed company with more than 1400 Automatticians in nearly every corner of the globe, speaking over a hundred different languages. Enriched by this diversity, we’re united by a singular mission: to democratize publishing, commerce, and messaging so anyone with a story can tell it, anyone with a product can sell it, and everyone can manage their communications from a single source. In short, we help maintain a balance in society, creating and continually refining powerful tools people can use to compete fairly—regardless of income, gender, politics, language, or where they live in the world.</p> <p><a href="https://github.com/Automattic">We believe in Open Source</a>, and the vast majority of our work is available under the <a href="https://en.wikipedia.org/wiki/GNU_General_Public_License">GPL</a>. Automattic is a <a href="https://mostlovedworkplace.com/companies/automattic-inc/">Most Loved Company</a> and <a href="https://disabilityconfident.campaign.gov.uk/">Disability Confident Committed</a>. (<a href="https://happinessengineer.blog/2022/09/08/happiness-for-everyone-working-with-a-disability-at-automattic/">Here’s what that might mean for you</a>.) Learn more about our dedication to <a href="https://href.li/?https://automattic.com/diversity-and-inclusion/">diversity, equity, and inclusion</a> and our <a href="https://automattic.com/automattician-resource-groups/">Employee Resource Groups</a>.</p> <p>If you need disability-related accommodations during the application or interview process, please <a href="https://automattic.com/disability-related-accommodation-request/" target="_blank">fill out this form</a>. We are committed to ensuring an accessible hiring process for all candidates. </p> <p>To learn about how we handle your data, please review our <a href="https://automattic.com/privacy/" target="_blank">Privacy Policy</a>.</p> <p>You can track your application status and more at <a href="https://my.greenhouse.io/users/sign_in" target="_blank">MyGreenhouse</a>. </p> <p><em>All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.</em></p>