Are you passionate about helping news organizations thrive in the digital age? Newspack, a joint venture of Automattic, Google, and others, is looking for a Technical Account Manager to join our distributed team. In this role, you’ll be the primary point of contact for our valued clients, guiding them through technical challenges and helping them leverage our platform to its fullest potential.
Newspack is a publishing platform built on WordPress, designed specifically for small to medium-sized news organizations.
What you’ll do:
- Build strong relationships with clients to understand their needs, challenges, and goals, acting as a trusted advisor.
- Guide clients through technical issues, leveraging your expertise to provide effective solutions and escalate complex problems to the engineering team when necessary.
- Proactively monitor and analyze client performance, identifying opportunities for optimization and growth.
- Collaborate with sales, product, and engineering teams to ensure client success and contribute to product development based on client feedback.
- Develop and deliver client training sessions and resources, empowering them to maximize their use of the platform.
- Stay up-to-date with industry trends, product updates, and competitor activities to provide relevant insights and recommendations to clients.
- Manage client expectations and communication, ensuring a high level of satisfaction and retention.
- Help define and refine the client onboarding experience to ensure successful adoption and long-term engagement.
We’re looking for someone with:
- 3+ years of experience in a technical account management, customer success, or similar client-facing role, preferably in a SaaS or agency environment.
- Strong understanding of WordPress and its ecosystem (themes, plugins, hosting).
- Familiarity with web technologies (HTML, CSS, JavaScript) and debugging tools.
- Excellent communication, interpersonal, and presentation skills, with the ability to explain complex technical concepts to non-technical audiences.
- Proven ability to manage multiple client relationships simultaneously, prioritize tasks, and meet deadlines.
- A proactive, problem-solving mindset with a passion for helping clients succeed.
- Ability to work independently and as part of a distributed, global team.
- Experience with ticketing systems and CRM software.
Bonus points for:
- Experience working with news organizations or in the media industry.
- Fluency in a second language (especially Spanish, Portuguese, or French).
If you are passionate about the future of journalism and have a knack for client success, we encourage you to apply!
