Automattic is looking for a Technical Account Manager to join our Special Projects Team. In this role, you will be an integral part of ensuring the success of our most strategic, complex customers and projects, focusing on highly technical WordPress implementations. You’ll become a trusted advisor and advocate for our customers, helping them achieve their goals using our products and services. You’ll be their primary point of contact for technical guidance, working closely with cross-functional teams to resolve issues, provide solutions, and identify opportunities for growth. This is a highly collaborative and dynamic role, where you’ll have the opportunity to make a significant impact on our customers’ success.
As a Technical Account Manager, you will be responsible for building and maintaining strong relationships with our key strategic customers, ensuring their long-term success with our products and services. You will act as a technical expert, guiding customers through complex implementations, troubleshooting issues, and identifying opportunities for growth and optimization.
What you’ll do:
- Build and maintain strong relationships with key stakeholders at our strategic accounts, serving as their primary technical point of contact and trusted advisor.
- Proactively identify and address potential technical challenges, working closely with engineering, product, and support teams to find solutions and ensure customer satisfaction.
- Collaborate with customers to understand their business needs and technical requirements, providing guidance and recommendations on best practices for WordPress implementations.
- Lead technical discussions, presentations, and workshops with customers, effectively communicating complex technical concepts to both technical and non-technical audiences.
- Monitor account health and usage, identifying trends and opportunities for optimization and expansion of our products and services.
- Contribute to the development of internal tools, processes, and documentation to improve efficiency and scalability of our technical account management operations.
- Act as a customer advocate, communicating feedback and insights to internal teams to drive product improvements and innovation.
- Participate in pre-sales activities, assisting with technical assessments, solution design, and proposal development for prospective strategic accounts.
- Work in a globally distributed team, collaborating effectively with colleagues across different time zones and cultures.
What you’ll bring:
- 5+ years of experience in a technical account management, solutions architecture, or similar customer-facing technical role.
- Deep technical expertise in WordPress, including experience with custom development, themes, plugins, and REST API.
- Proven ability to build and maintain strong relationships with strategic customers, understanding their business needs and technical challenges.
- Excellent communication, presentation, and interpersonal skills, with the ability to articulate complex technical concepts to diverse audiences.
- Strong problem-solving and analytical skills, with a track record of identifying and resolving complex technical issues.
- Experience working with cross-functional teams (engineering, product, support) in a fast-paced, dynamic environment.
- Familiarity with web hosting, cloud platforms, and related technologies (e.g., AWS, GCP, Azure, NGINX, MySQL, Redis, CDN).
- Proficiency in at least one scripting or programming language (e.g., PHP, Python, JavaScript) for debugging and automation.
- Ability to travel occasionally for customer meetings and industry events (estimated 10-20%).
- A strong understanding of the WordPress ecosystem and community.
