Technical Account Manager, Newspack

Automattic is seeking experienced Technical Account Managers to join its Newspack team, individuals who combine strategic thinking with hands-on execution, thrive on complexity, and believe in the power of collaborative problem solving. Newspack is a vast and continuously evolving publishing platform for news organizations, and no one person can hold it all in their brain, which makes the team's collaborative approach essential. This is a blended role combining migration project management with ongoing publisher support: you will typically manage multiple concurrent migration projects while contributing to shared support responsibilities, staying connected to both the launch experience and the long-term publisher relationship.

Responsibilities

• Manage publisher migrations from alignment through launch, owning timelines, coordinating stakeholders across technical and business requirements, and making strategic decisions about scope and priorities.
• Develop close relationships with news publishers, understanding their business goals, operational needs, and technical challenges.
• Troubleshoot technical and editor-facing issues, help publishers leverage and optimize Newspack features, and set realistic expectations aligned with the scope of support.
• Maintain deep, current knowledge of the Newspack platform, WordPress functionality, and the news publishing landscape, surfacing bugs and feature requests and collaborating with engineering to resolve issues.
• Work independently to solve problems efficiently while actively sharing learnings and contributing to team discussions.
• Refine project management, time management, and communication systems, documenting solutions and identifying patterns that inform process improvements.

Qualifications

• Solid working knowledge of WordPress core functionality, common plugins, and the ecosystem. You do not need to be a developer, but you should be comfortable troubleshooting WordPress sites and understanding how things work under the hood.
• Background in client services, account management, or technical support, managing relationships and solving problems directly with customers.
• Demonstrated ability to manage complex projects with multiple stakeholders, competing priorities, and dependencies, proactively rather than reactively.
• Comfort with technical troubleshooting, investigating root causes, and finding creative solutions within constraints.
• Clear, professional written and verbal communication, explaining technical concepts to non-technical audiences and setting appropriate expectations.