Technical Account Manager, Automattic Special Projects Team

As a Technical Account Manager on the Automattic Special Projects team, your primary responsibility is ensuring partners have an excellent experience with WordPress and Automattic products, from initial onboarding through the entire support and maintenance lifecycle of a website. The role involves close collaboration with site owners, designers, and developers to actualize partner requests, while providing valuable feedback for product improvement to Automattic teams.

Responsibilities

• Drive partner adoption of WordPress and other Automattic products, including WooCommerce, Jetpack, and MailPoet.
• Work closely with partners to resolve incoming requests with high precision, translating requests into concrete, WordPress-focused requirements and clear, detailed tasks for team members.
• Collaborate with partners to define website functionality in ambiguous contexts, taking 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.
• Respond to urgent incidents on partner sites, such as fatal errors or workflow-blocking bugs, with speed, care, and attention to detail.
• Act as the voice of the customer for product teams, championing opportunities and surfacing bugs.

Qualifications

• A demonstrable understanding of how AI can multiply your productivity, with examples that prove it.
• An obsessive need to provide beyond-the-expected customer service.
• Advanced WordPress admin expertise, including how plugins and themes interact and comfort using the Site Editor to modify patterns and page templates.
• A strong background in general web technologies: DNS, web accessibility, site performance, technical SEO, and ecommerce.
• Excellent English written and verbal communication, with an aptitude for making technical language understandable.
• Project management that balances thoroughness and momentum, keeping complex initiatives moving while maintaining quality and meeting deadlines.
• Ability to triage and escalate requests, manage work independently, create structure in ambiguous situations, and close out every item on a project checklist.
• Bonus points: open source contributions, Linear experience, or running your own WooCommerce store.