Technical Account Manager, Automattic Special Projects Team
at Automattic
📍 World
USD 85,000-130,000 per year
Used Tools & Technologies
Not specified
Required Skills & Competences
Tag name is followed by "@" symbol and proficiency level value.
About proficiency levels:
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
SEO @ 6
Hiring @ 3
Communication @ 6
Product Management @ 3
Project Management @ 3
WordPress @ 3
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
Details
As a member of the Special Projects team at Automattic, you will ensure partners have an excellent experience with WordPress and Automattic products throughout onboarding and the full support and maintenance lifecycle of a website. You'll work closely with site owners, designers, and developers to realize partner requests and provide actionable feedback to Automattic product teams.
Responsibilities
- Drive partner adoption of WordPress and Automattic products and services.
- Work closely with partners to resolve incoming requests with high precision.
- Represent Automattic using technical acumen and strong verbal and written communication.
- 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 and launches, including DNS configuration, domain transfers, data migrations, and integrations.
- Act as the voice of the customer for product teams: champion opportunities and surface bugs.
- Troubleshoot technical and editor-facing issues, resolve root causes where possible, and liaise with engineers for in-depth support.
- Translate partner requests into concrete, WordPress-focused requirements and write clear, detailed tasks for team members.
- Respond quickly and carefully to urgent incidents on partner sites (e.g., fatal errors or workflow-blocking bugs).
- Improve and share processes that increase active project capacity.
- Communicate with third parties about partner needs, integration requirements, and WordPress best practices.
- Advocate for partner site quality by verifying delivered solutions and maintaining strong attention to detail.
- Share knowledge, tools, and tips with team members and communicate effectively to partners with varying technical aptitudes.
Requirements / About you
- Obsessive commitment to providing exceptional customer service.
- Project management approach that balances thoroughness and momentum to keep complex initiatives moving while maintaining quality and meeting deadlines.
- 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.
- Strong background with general web technologies, including DNS, web accessibility, site performance, technical SEO, and ecommerce.
- Excellent English written and verbal communication skills; ability to translate technical language into understandable terms.
- Ability to triage requests and escalate needs outside the role's scope.
- Demonstrated ability to manage assigned work independently and adapt to competing priorities.
- Comfortable creating structure in ambiguous situations and pursuing a clear path forward.
- Effective problem solving, conflict resolution, and context-switching skills.
- Ability to distill goals and wishlists into concrete next steps and manage risks in high-stakes situations.
- An eye for detail and desire to complete all items on a project checklist.
- A demonstrable understanding of how AI can multiply your productivity.
Bonus
- Contributed to an open source project.
- Experience using Linear as a project/product management tool.
- Supported or run your own WooCommerce store.
- Familiarity with the book "Unreasonable Hospitality" (cultural fit / bonus).
Logistics
- Remote — Automattic is a fully-remote company. We are currently prioritizing at least one candidate who works typical business hours in the Pacific Time zone (approximately 16:00 to 02:00 UTC).
- Salary range: $85,000 - $130,000 USD (global ranges; we pay in local currency). Pay will reflect candidate contribution and impact and may in some cases exceed the stated range.
Benefits
- Fully remote company with an open vacation policy.
- Compensation philosophy and per-country benefits are detailed on Automattic's Compensation and Benefits pages (links in original posting).
- Commitment to diversity, equity, and inclusion; disability-related accommodations available during the application/interview process.
About Automattic
Automattic builds and maintains WordPress.com, WooCommerce, Jetpack, Tumblr, Simplenote, and other products. We are a distributed company with over 1400 employees globally and a strong focus on open source and remote-first culture. For more details on hiring, expectations, and privacy, see the links provided in the original job posting.