Technical Account Manager

Overview

Job Description

Responsibilities

• - Drive our customers’ adoption of WordPress and other Automattic products and services.
• - Draw on your technical acumen and customer-facing skills to effectively represent Automattic.
• - Lead discussions with senior leadership regarding technical and product strategy, incidents, trade-offs, and risk management.
• - Work with developers and senior engineers to provide advocacy and strategic technical guidance, to help customers plan and build solutions that proactively drive application health.
• - Develop close relationships with your customers, in order to understand their business/operational needs and technical challenges, and help them gain the greatest value from our products.

Required Skills

• - Influencing customer outcomes, analyzing customer health metrics, and tracking customer interactions via tools.
• - Collaborating closely with team members to support renewals and expansion opportunities.
• - Gauging customers’ levels of engagement with the company and providing feedback to internal stakeholders regarding product and service improvements.
• - Creating structure in ambiguous situations and designing effective processes.
• - Leading customer on-sites, conducting service reviews, and empowering customers to achieve success and gain the greatest value from our products.
• - Effective problem-solving, conflict resolution, and context-switching.
• - Distilling and accomplishing goals and wish-lists into concrete next steps.
• - Remaining undaunted by managing risks in high stakes situations.
• - Conducting kick-off calls and getting everyone on the same page.
• - Working with WordPress or other web technologies.
• - Bonus points for software development and architecture experience, but writing code is not in scope for this position.

Benefits

• - Competitive salary range of $70,000-$130,000 USD, paid in local currency.
• - Automattic is a distributed company with more than 1900 employees in 96 countries.
• - Commitment to diversity, equity, and inclusion, with initiatives to support underrepresented groups.
• - Open Source ethos, with the vast majority of work available under the GPL.
• - Various employee resource groups and a DEI committee to foster an inclusive workplace.