Automattic

Technical Account Manager, Pressable

Automattic

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $70,000 - $130,000 per year

Job Level

Mid-LevelSenior

Tech Stack

GrafanaOpen SourcePHPWordPress

About the role

  • 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.

Requirements

  • 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.
  • 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.