Technical Account Manager, Automattic Special Projects Team at Automattic

This role is designed for a senior technical generalist who thrives at the intersection of project management and hands-on WordPress development. You aren't jus

Work type: remote

Location: Remote

Salary: $85,000 – $130,000/yr

Type: Full-time

Summary

This role is designed for a senior technical generalist who thrives at the intersection of project management and hands-on WordPress development. You aren't just an account manager; you are a "technical architect" for high-stakes partners. The ideal candidate has deep expertise in the WordPress ecosystem (Site Editor, themes, and plugins) along with a strong grasp of DNS, migrations, and performance. If you have a background in agency work or high-touch technical support and enjoy translating complex client "wishlists" into actionable requirements, you will fit right in. The position offers a compelling salary range of **$85,000 - $130,000 USD** with a unique "location-agnostic" pay philosophy. As a fully remote role within a legendary distributed company, it provides incredible flexibility and an open vacation policy. A standout feature is the "Special Projects" focus, meaning you'll work on high-impact, high-visibility launches rather than routine ticket queues. Notably, they are currently prioritizing candidates available Durante **Pacific Time zone** business hours. **You might be a good fit if you:** * Can navigate a WordPress database or DNS configuration with ease and confidence. * Excel at managing "ambiguous" projects where you must define the scope and timeline yourself. * Prioritize "unreasonable hospitality" and obsessive attention to detail in client communications. * Are comfortable acting as a first responder for urgent technical site crises.

Job Description

As a Technical Account Manager (TAM) on the [Automattic](https://automattic.com/) Special Projects team, your primary responsibility will be to ensure our partners have an excellent experience with [WordPress](https://wordpress.org/) and [Automattic products](https://automattic.com/about/), 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.

We are currently prioritizing candidates who work during typical business hours in the Pacific time zone (approximately 16:00 to 02:00 UTC).Your key responsibilities will include:

• 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](https://wordpress.com), [WooCommerce](http://woocommerce.com/), [Jetpack](http://jetpack.com/), and [MailPoet](https://www.mailpoet.com/).

• 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.

• You have an obsessive need to provide “beyond the expected” customer service to the folks you work with.

• Your project management approach will strike 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.

• 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.

• A demonstrable understanding of how AI can multiply your productivity.

• Contributed to an open source project.

• Used [Linear](https://linear.app) as a project or product management tool.

• Read [Unreasonable Hospitality](https://www.unreasonablehospitality.com/).

• Supported or run your own WooCommerce store.

We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated.

This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy. Read more about our [ compensation philosophy](https://automattic.com/compensation/). To see a full list of benefits by country, consult our [Benefits Page](https://automattic.com/benefits/). And check out these links to learn more about [How We Hire](https://automattic.com/how-we-hire/) and [What We Expect from Ourselves](https://automattic.com/expectations/). #LI-DNI

About Automattic

Now in [our 20th year](https://timeline.automattic.com/), we’re the people behind [WordPress.com](http://wordpress.com/), [WooCommerce](https://href.li/?http://woocommerce.com/), [Beeper](https://www.beeper.com/), [Tumblr](https://href.li/?https://www.tumblr.com/), [Simplenote](https://href.li/?http://simplenote.com/), [Jetpack](https://href.li/?http://jetpack.com/), [Longreads](https://href.li/?http://longreads.com/), [Day One](https://href.li/?https://dayoneapp.com/), [PocketCasts](https://href.li/?https://www.pocketcasts.com/), and more. We believe in making the web a better place.

We’re a distributed company with more than 1500 Automatticians in nearly every corner of the globe, speaking over a hundred different languages. Enriched by this diversity, we’re united by a singular mission: to democratize publishing, commerce, and messaging so anyone with a story can tell it, anyone with a product can sell it, and everyone can manage their communications from a single source. In short, we help maintain a balance in society, creating and continually refining powerful tools people can use to compete fairly—regardless of income, gender, politics, language, or where they live in the world.

[We believe in Open Source](https://github.com/Automattic), and the vast majority of our work is available under the [GPL](https://en.wikipedia.org/wiki/GNU_General_Public_License). Automattic is a [Most Loved Company](https://mostlovedworkplace.com/companies/automattic-inc/), an Equal Opportunity employer, and [Disability Confident Committed](https://disabilityconfident.campaign.gov.uk/). ([Here’s what that might mean for you](https://happinessengineer.blog/2022/09/08/happiness-for-everyone-working-with-a-disability-at-automattic/).) If you need disability-related accommodations during the application or interview process, please [fill out this form](https://automattic.com/disability-related-accommodation-request/). We are committed to ensuring an accessible hiring process for all candidates. Learn more about our [Employee Resource Groups](https://automattic.com/automattician-resource-groups/).

You can track your application status and more at [MyGreenhouse](https://my.greenhouse.io/users/sign_in).

To learn about how we handle your data, please review our [Privacy Policy](https://automattic.com/privacy/).

View this job on nocollar jobs