SiteCare

Software Engineer

• Execute scoped development tasks across multiple WordPress sites
• Build and extend custom themes, plugins, and blocks
• Troubleshoot complex issues across performance, integrations, and functionality
• Optimize sites for Core Web Vitals and overall performance
• Translate Figma designs into production-ready WordPress implementations
• Collaborate closely with account managers and other developers

WordPress Developer

Customer Success Manager

• Own and manage a portfolio of high-value client accounts
• Conduct structured client touchpoints with prepared agendas
• Identify and close expansion opportunities within existing accounts
• Monitor client consumption relative to plan scope
• Step into active Client Specialist conversations when larger commercial opportunities arise
• Hold delivery teams accountable on quality and timeliness
• Lead monthly client review meetings
• Manage difficult client conversations regarding scope, pricing adjustments, and expectation resets
• Coordinate with delivery, support, and development teams on larger engagements
• Maintain ownership of the client relationship throughout

Client Success Advisor

• Own and manage a portfolio of high-value client accounts.
• Conduct structured client touchpoints. Each meeting should include a prepared agenda with data-driven recommendations covering performance, security, accessibility, and SEO.
• Identify and close expansion opportunities within existing accounts, including tier upgrades, development retainers, and additional project work.
• Monitor client consumption relative to plan scope.
• Address misalignment directly and manage tier upgrade conversations when usage consistently exceeds plan coverage.
• Step into active Client Specialist conversations when broader commercial opportunities or tier mismatches are identified, even when the ticket is already in progress.
• Hold delivery teams accountable on quality and timeliness.
• Flag risks early and escalate directly before issues surface in client-facing meetings.
• Lead monthly client review meetings. Ensure all presented work meets quality and timeline commitments.
• Manage difficult client conversations regarding scope, pricing adjustments, and expectation resets.
• Coordinate with delivery, support, and development teams on larger engagements. Maintain ownership of the client relationship throughout.
• Act on tier upgrade signals surfaced by the support team. Convert qualified opportunities.

Customer Support

• Respond to inbound client requests promptly and professionally, setting clear expectations on timeline and next steps.
• Identify what is actually needed — ask smart questions, get to the root of the issue, and translate that into clear direction for the internal team.
• Coordinate work across the ticketing system, project management tools, and internal Slack, keeping everything organized and moving.
• Communicate project status in both directions — updates from the team to the client, and context from the client to the team.
• Create and get approval on quotes for work that falls outside standard maintenance scope.
• Flag opportunities where a client may benefit from additional services or an expanded engagement.
• Manage multiple concurrent tasks across different clients without losing track of priorities.

WordPress Developer

Client Success Advisor

Client Success Advisor

Customer Support Specialist – WordPress