Technical Account Manager, Automattic Special Projects Team

About this role

<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 display a demonstrable understanding of how AI can multiply your productivity and have examples that prove it.</li> <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> </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>Salary range: $85,000 - $130,000…