Technical Account Manager, Automattic Special Projects Team

Automattic is a company behind various web products including WordPress and WooCommerce, and they are seeking a Technical Account Manager for their Special Projects team. The role focuses on ensuring partners have an excellent experience with Automattic products, requiring collaboration with various stakeholders and addressing technical needs and challenges.

Responsibilities:

• Driving our partners’ adoption of WordPress and other Automattic products and services
• Working closely with our partners to resolve their incoming requests with high precision
• Drawing on your technical acumen and verbal and written communication skills to represent Automattic
• Collaborate with partners to define website functionality in ambiguous contexts, and take ownership of delivery, timelines, and outcomes
• Diving into WordPress and WooCommerce configurations, setup, and site building
• Leading high-touch deployments or launches, including DNS configuration, domain transfers, data migrations, and integrations
• Acting as the “voice of the customer” for our product teams, championing areas for opportunity, and surfacing bugs
• 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) WordPress, WooCommerce, Jetpack, and MailPoet
• 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
• Translating partner requests into concrete, WordPress-focused requirements
• Writing up clear, detailed tasks for team members to execute
• Responding to urgent incidents on our partner sites (such as fatal errors or workflow-blocking bugs) with speed, care, and attention to detail
• Continuously looking to improve and share processes that increase active project capacity
• Communicating confidently with third parties about partner needs, integration requirements, and WordPress best practices
• 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
• Sharing knowledge, tools, and tips to help team members
• Communicating clearly and effectively to a diverse set of partners with varying levels of technical aptitude

Requirements:

• Demonstrable understanding of how AI can multiply your productivity and have examples that prove it
• Obsessive need to provide 'beyond the expected' customer service to the folks you work with
• Project management approach that strikes a balance between thoroughness and momentum, keeping complex initiatives moving forward while maintaining quality and meeting deadlines
• Advanced level of WordPress admin expertise, including ability to understand how plugins and themes interact with the site and with each other
• Comfort using the Site Editor to modify patterns and page templates
• Strong background with general web technologies, including: DNS, web accessibility, site performance, technical SEO, and ecommerce
• Excellent English written and verbal 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
• Demonstrated ability to manage assigned work independently while adjusting to new and competing priorities
• 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
• Contributed to an open source project
• Used Linear as a project or product management tool
• Read Unreasonable Hospitality
• Supported or run your own WooCommerce store