Technical Account Manager, Automattic Special Projects Team - Automattic

As a Technical Account Manager (TAM) on the Automattic Special Projects team, your primary responsibility will be to ensure our partners have an excellent experience with WordPress and Automattic products, from initial partner onboarding through the entire support and maintenance lifecycle of a website. Your role involves close collaboration with site owners, designers, and developers to actualize partner requests, while also providing valuable feedback for product improvement to Automattic’s teams.

Key Responsibilities

• Drive our 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, and 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, championing areas for opportunity and surfacing bugs.

Additional Responsibilities

• Develop close relationships with partners in order to understand their business/operational needs and technical challenges, and help them achieve the greatest value from our products—particularly WordPress, WooCommerce, Jetpack, and MailPoet.
• Troubleshoot technical and editor-facing issues as they arise, resolving root causes where possible and liaising with engineers where more in-depth support is needed.
• Translate partner requests into concrete, WordPress-focused requirements.
• Write clear, detailed tasks for team members to execute.
• Respond to urgent incidents on partner sites (such as fatal errors or workflow-blocking bugs) 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, integration requirements, and WordPress best practices.
• Demonstrate ownership of the quality of partners’ sites by advocating for their needs, verifying delivered solutions, and having a high attention to detail.
• 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.

Qualifications

• Demonstrable understanding of how AI can multiply your productivity, with examples that prove it.
• An obsessive need to provide “beyond the expected” customer service to the folks you work with.
• A project management approach that strikes a balance between thoroughness and momentum, keeping complex initiatives moving forward while maintaining quality and meeting deadlines.
• An 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.
• A 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 capabilities.
• Ability to distill 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.

Bonus Qualifications

• 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.