Technical Account Manager, Newspack

Overview

Job Description

Responsibilities

• - Work directly with our growing roster of small- and medium-sized news publishers to migrate their sites to WordPress and launch on the Newspack platform
• - Troubleshoot technical and editor-facing issues as they arise, work with publishers to leverage and optimize Newspack’s feature set, and drive adoption of best practices in digital news publishing and monetization
• - Work closely with our product engineers to refine the Newspack product based on experience, expertise, and publisher input
• - Develop close relationships with your customers to understand their business/operational needs and technical challenges and help them achieve 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

• We believe in Open Source, and the vast majority of our work is available under the GPL
• - We’re improving diversity in the tech industry
• - We welcome differences and strive to increase participation from traditionally underrepresented groups
• - Unconscious bias training for our hiring teams
• - Products are accessible across different bandwidths and devices