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[Remote] Technical Account Manager, Automattic Special Projects Team
Note: The job is a remote job and is open to candidates in USA. Automattic is a company behind various web products, and they are seeking a Technical Account Manager for their Special Projects team. The role focuses on ensuring partners have an excellent experience with WordPress and Automattic products, involving collaboration with various stakeholders and providing technical support throughout the website lifecycle.
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
Skills
- Ensure partners have an excellent experience with WordPress and Automattic products
- Drive partners' adoption of WordPress and other Automattic products and services
- Work closely with partners to resolve incoming requests with high precision
- Draw on technical acumen and verbal and written communication skills to represent Automattic
- Collaborate with partners to define website functionality in ambiguous contexts
- Take ownership of delivery, timelines, and outcomes
- Dive into WordPress and WooCommerce configurations, setup, and site building
- Lead high-touch deployments or launches, including DNS configuration, domain transfers, data migrations, and integrations
- Act as the 'voice of the customer' for product teams
- Develop close relationships with partners to understand their business/operational needs and technical challenges
- Help partners achieve the greatest value from products, particularly WordPress, WooCommerce, Jetpack, and MailPoet
- Troubleshoot technical and editor-facing issues as they arise
- Translate partner requests into concrete, WordPress-focused requirements
- Write clear, detailed tasks for team members to execute
- Respond to urgent incidents on partner sites with speed, care, and attention to detail
- Continuously look to improve and share processes that increase active project capacity
- Communicate confidently with third parties about partner needs and integration requirements
- Demonstrate ownership of the quality of partners' sites
- Share knowledge, tools, and tips to help team members
- Communicate clearly and effectively to a diverse set of partners with varying levels of technical aptitude
- Provide 'beyond the expected' customer service
- Balance thoroughness and momentum in project management
- Have an advanced level of WordPress admin expertise
- Understand how plugins and themes interact with the site
- Be comfortable using the Site Editor to modify patterns and page templates
- Have a strong background with general web technologies, including DNS, web accessibility, site performance, technical SEO, and ecommerce
- Possess excellent English written and verbal communication skills
- Triage requests and escalate needs outside the skillset/scope of the role
- Manage assigned work independently while adjusting to new and competing priorities
- Create structure in ambiguous situations
- Effective problem solving, conflict resolution, and context-switching
- Distill goals and wishlists into concrete next steps
- Manage risks in high-stakes situations
- Have an eye for detail and a desire to close out all items on a project checklist
- Demonstrate an understanding of how AI can multiply productivity
- 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
Benefits
- Open vacation policy
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