Automattic

Technical Account Manager

• 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.

Technical Account Manager, Pressable