Technical Account Manager, Automattic Special Projects Team

Automattic is a company that focuses on democratizing publishing, commerce, and messaging through its various products. They are seeking a Technical Account Manager to ensure partners have an excellent experience with WordPress and Automattic products, collaborating closely with site owners and developers while providing feedback for product improvement.

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 productivity
• Obsessive need to provide 'beyond the expected' customer service
• Project management approach that balances thoroughness and momentum
• 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