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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 including WordPress and WooCommerce, and they are seeking a Technical Account Manager to ensure partners have an excellent experience with their offerings. The role involves collaborating with partners, resolving technical issues, and advocating for customer needs while driving product adoption.
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
- 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
- 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
- Ability to triage requests and escalate needs outside the skillset/scope of the role
- Demonstrated ability to manage assigned work independently while adjusting to new and competing priorities
- Comfortable creating structure in ambiguous situations
- 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
Benefits
- Fully-remote company
- Open vacation policy
- To see a full list of benefits by country, consult our Benefits Page
- If you need accommodations during the application or interview process, please fill out this form
- We are committed to ensuring an accessible hiring process for all candidates
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