Technical Account Manager, Automattic
Team Lead, Pressable
$70-130k
PHP
Wordpress
Grafana
Git
Senior and Expert level
Remote from US
Work from anywhere, and make the web a better place for everyone, everywhere.
Posted today
Work from anywhere, and make the web a better place for everyone, everywhere.
1001+ employees
B2BEnterprisePublishingContentSaaSMediaeCommerceWeb Design
Posted today
$70-130k
PHP
Wordpress
Grafana
Git
Senior and Expert level
Remote from US
1001+ employees
B2BEnterprisePublishingContentSaaSMediaeCommerceWeb Design
Company mission
To democratize publishing and commerce so that anyone with a story can tell it, and anyone with a product can sell it, regardless of income, gender, politics, language, or where they live in the world.
Role
Who you are
- You are a results-oriented leader with a passion for customer success and team development
- You thrive in a dynamic start-up environment and are comfortable wearing multiple hats
- You possess a strong understanding of technical account management principles and best practices
- You have a proven track record of building and managing high-performing teams
- Your communication and interpersonal skills are exceptional, enabling you to build strong relationships with both internal and external stakeholders
- You are proactive, organized, and possess excellent problem-solving and decision-making abilities
- Expert working knowledge in various technologies, languages, and tools, such as Git, Grafana, PHP, APMs, caching, and more
- In addition, you have experience with:
- Leading and motivating technical teams to achieve and exceed performance targets
- Developing and implementing customer success strategies that drive adoption and retention
- Building and scaling processes and training programs within a technical organization
- Working effectively in a cross-functional environment, collaborating with Sales, Support, and Product teams
- Analyzing customer data to identify trends and insights that inform strategic decision-making
- Managing and resolving complex customer escalations
- WordPress development and a deep understanding of managed hosting services
- Excellent verbal and written communication skills, with the ability to present technical information to both technical and non-technical audiences
- Strong organizational and project management skills
What the job involves
- At Pressable, a managed WordPress hosting service, we’re seeking a dynamic and experienced Team Lead for our growing Technical Account Management team. This newly formed team ensures our customers achieve maximum value by fostering strong first experiences and building long-term customer partnerships
- As a working manager wearing many hats in a fast-paced start-up environment, you’ll be instrumental in shaping the future of our customer engagement strategy and driving the performance of your team
- You’ll interact directly with our customers to understand their needs and ensure their success. You will manage Technical Account Managers individually to ensure performance, setting clear expectations, providing regular feedback, and fostering a culture of continuous improvement. This includes determining and monitoring key metrics, identifying areas for development, and implementing strategies to enhance team effectiveness
- A key aspect of this role will be growing and training the team, including building processes, policies, and training material. You will be responsible for recruiting, onboarding, and developing top talent, as well as establishing scalable processes and resources to ensure consistent and high-quality service delivery as the team expands
- You will also work cross-functionally with our Sales, Support, and Product teams to create a seamless customer experience. This involves collaborating on sales strategies, aligning around support processes, and providing valuable customer feedback to the product team to inform future development
- Manage, mentor, and develop a team of Technical Account Managers, fostering a collaborative and high-performing environment
- Lead by example as a player-coach, directly engaging with customers by conducting technical migrations, performing in-depth performance audits, resolving architecture issues, and providing code-level recommendations to optimize customers’ websites for stability and speed
- Act as a hands-on technical sales engineer during the pre-sales cycle, delivering compelling product demonstrations, conducting architecture reviews, and providing technical deep dives to support the Sales team in closing deals
- Serve as a primary technical escalation point for complex pre-sales and onboarding issues, guiding the team through challenging resolutions while directly contributing to customer success
- Set clear performance goals and expectations for the team, and regularly assess individual and team performance against these goals
- Develop and implement strategies to drive customer adoption, satisfaction, and retention
- Design, document, and implement processes and policies to optimize the Technical Account Management function and ensure a consistent and successful onboarding experience
- Create and deliver training programs and materials to enhance the technical and customer-facing skills of the team
- Act as a strategic partner to Sales, providing pre-sales technical consultation, helping qualify solutions, and ensuring smooth handoff and continuity from Sales ownership to TAM ownership to Support ownership
- Actively participate in sales enablement initiatives by educating the Sales team on hosting capabilities, roadmap updates, and customer use cases
- Work with Sales to identify expansion opportunities and renewals, ensuring TAMs are proactively supporting revenue retention and growth goals
- Partner with the Support team to streamline issue resolution and ensure a consistent and positive customer experience
- Work with the Product team to relay customer feedback, identify opportunities for product improvement, and contribute to the product roadmap
- Analyze customer data and metrics to identify trends, proactively address potential issues, and drive continuous improvement in our service offerings
- Manage escalated customer issues during the pre-sales and onboarding stages, leveraging your technical expertise and problem-solving skills to ensure timely and effective resolutions
- Contribute to the development of internal knowledge bases and documentation to improve team efficiency and customer self-service capabilities
- Stay up-to-date with the latest WordPress trends, hosting technologies, and Pressable platform updates
Our take
At a time when companies like Facebook, Apple, and Google were turning into monopolistic market leaders, Automattic was building its open-source infrastructure on a distributed, volunteer-run workforce. Since its launch in 2005, the company has continued to evolve and expand as it built its new web empire.
Automattic is the company behind WordPress (which powers roughly 42% of all websites), Jetpack, Tumblr, Simplenote, WooCommerce (which is believed to run more than a quarter of all online storefronts), Longreads, Crowdsignal, Atavist, Day One, and more.
The company’s “Five for the Future” initiative allocates 5% of its resources to further the development of WordPress, and many other companies that utilize Automattic’s communities follow some version of the initiative, contributing back code and time to support the community. Still spinning out new projects such as an anti-spam filter and online identity safeguards, the unicorn company is a powerhouse that is well set to continue its path to long-lasting growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Top investors
Company
Funding (last 2 of 5 rounds)
Feb 2021
$288m
LATE VC
Sep 2019
$300m
SERIES D
Total funding: $778.6m
Company benefits
- Professional Development · “I will never stop learning” is part of our company creed. From leadership development to improving your writing skills, we have a comprehensive list of programs and resources available to everyone, and we’re also happy to pay for any hardware, software, books, or conferences that promote continued learning.
- Career Coaching · Coaching sessions to help you set and achieve professional goals are available for all Automatticians – team members and team leads. This benefit resets each calendar year.
- Time off · Our open vacation policy (no set number of days per year) is designed to help you to be at your best! There is no minimum or maximum, but we encourage you to take at least 25 days of time off per year.
- Home Office · We offer home office setup and coworking allowances. Working from a coffee shop? You can use your coworking allowance for the requisite latte!
- Wellness · We offer mental wellness benefits including an Employee Assistance Program, a monthly subscription to a mindfulness app (including Calm, Headspace, Ten Percent Happier, Waking up, and Insight timer), and virtual ergonomic consultations and access to a wealth of virtual ergonomic tips, stretch videos and yoga exercises.
- Parental leave · Open parental leave (including maternity, paternity, LGBTQ+, and adoption for all parents). If you’ve been with Automattic for 12 months, your leave up to 6 months is fully paid.
- Anniversary Awards · Paid three-month sabbatical encouraged every five years and other cool anniversary surprises.
- Automattic Stock · Check out Buying and selling Automattic Stock!
- Life Insurance · Company-sponsored life insurance.
- Compensation · We attract talent around the world and pay global salary ranges. We prioritize internal equity and review your pay every 12-18 months.
- Sabbatical · Working at Automattic provides numerous opportunities to learn new skills, grow in your career, and have a significant and positive impact on the lives of millions. It also offers the rare (and juicy!) benefit of a paid, three-month sabbatical every five years.
Company values
- We are passionate advocates for our customers and the open web community.
- We build our business sustainably, through passionate and loyal customers.
- We never stop learning.
- We don’t just work on things that are assigned to us.
- We know there’s no such thing as a status quo.
- We never pass up the opportunity to help out a colleague.
- We are motivated by impact, and we know that open source is one of the most powerful ideas of our generation.
- We are in a marathon, not a sprint. No matter how far away the goal may be, the only way to get there is by putting one foot in front of another every day.
- Given time, there is no problem that’s insurmountable.
- We communicate as much as possible, because it’s the oxygen of a distributed company.
Company HQ
Bernal Heights, San Francisco, CA
Articles
Leadership
Matt Mullenweg
(CEO)Former President at Automattic. Current Lead Developer at WordPress, and Board Member at the New Museum of Contemporary Art and ecoAmerica. Former Board Member at Grist, and GitLab Inc. Previous Senior Product Manager at CNET Networks.
People progressing
Design Director/UX Ninja Jetpack. Strategic UX/Product Design leader with over 19 years of experience in Product Design, User Experience & User Research methodologies & Product Management.
Head of Communications. Writer, editor, communicator, producer. Their first WordPress site was a self-hosted tech blog called effinnerds.com that she built in 2008. Speaks English, Khmer, and Spanish.
Diversity, Equity & Inclusion at Automattic
- We are committed to Diversity, Equity, and Inclusion: https://automattic.com/diversity-and-inclusion/ A diverse, equitable, and inclusive workplace comprises people of many identities and abilities. It invites community members to share their opinions and ideas, which it then uses to improve the company. It celebrates employees’ various cultures and heritages; it plans team- and company-wide meetups that are accessible to all; it invites people to effect change within the company; it provides an array of tools and methods to help its employees become experts in their positions; and it encourages individualized successes, which benefit the company at large. Automattic is a Most Loved Company (https://mostlovedworkplace.com/companies/automattic-inc/) and Disability Confident Committed (https://disabilityconfident.campaign.gov.uk/).
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