Automattic Careers - Technical Account Manager, Automattic Special Projects Team
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Requirements
• Contributed to an open source project. • Used Linear as a project or product management tool. • Read Unreasonable Hospitality. • Supported or run your own WooCommerce store. • We are currently prioritizing at least one candidate that works during typical business hours in the Pacific time zone (approximately 16:00 to 02:00 UTC). • Salary range: $85,000 -$130,000 USD. Please note that salary ranges are global, regardless of location, and we pay in local currency.
Responsibilities
• Driving our partners’ adoption of WordPress and other Automattic products and services. • Working closely with our partners to resolve their incoming requests with high precision. • Drawing on your technical acumen and verbal and written communication skills to represent Automattic. • Collaborate with partners to define website functionality in ambiguous contexts, and take ownership of delivery, timelines, and outcomes. • Diving into WordPress and WooCommerce configurations, setup, and site building. • Leading high-touch deployments or launches, including DNS configuration, domain transfers, data migrations, and integrations. • Acting as the “voice of the customer” for our product teams, championing areas for opportunity, and surfacing bugs. • Developing close relationships with our partners in order to understand their business/operational needs and technical challenges, and help them achieve the greatest value from our products—particularly (but not limited to) WordPress, WooCommerce, Jetpack, and MailPoet. • Troubleshooting technical and editor-facing issues as they arise, resolving the root causes where possible, and liaising with engineers where more in-depth support is needed. • Translating partner requests into concrete, WordPress-focused requirements. • Writing up clear, detailed tasks for team members to execute. • Responding to urgent incidents on our partner sites (such as fatal errors or workflow-blocking bugs) with speed, care, and attention to detail. • Continuously looking to improve and share processes that increase active project capacity. • Communicating confidently with third parties about partner needs, integration requirements, and WordPress best practices. • Demonstrating ownership of the quality of our partners’ sites by advocating for their needs, verifying solutions we've delivered, and having a high attention to detail. • Sharing knowledge, tools, and tips to help team members. • Communicating clearly and effectively to a diverse set of partners with varying levels of technical aptitude. • You have an obsessive need to provide “beyond the expected” customer service to the folks you work with. • Your project management approach will strike a balance between thoroughness and momentum, keeping complex initiatives moving forward while maintaining quality and meeting deadlines. • An advanced level of WordPress admin expertise, including: • Ability to understand how plugins and themes interact with the site and with each other. • Comfort using the Site Editor to modify patterns and page templates. • A strong background with general web technologies, including: DNS, web accessibility, site performance, technical SEO, and ecommerce. • Excellent English written and verbal communication skills, with an aptitude for taking technical language and making it understandable. • Ability to triage requests, escalating needs outside the skillset/scope of the role to other team members. • Demonstrated ability to manage assigned work independently while adjusting to new and competing priorities. • Comfortable creating structure in ambiguous situations and pursuing a clear path forward. • Effective problem solving, conflict resolution, and context-switching. • Distilling goals and wishlists into concrete next steps. • Remaining undaunted by managing risks in high-stakes situations. • An eye for detail, and an innate desire to close out all items on a project checklist. • A demonstrable understanding of how AI can multiply your productivity.
Benefits
• We are searching for high-caliber candidates with the skills and qualities to have a net positive for Automattic. Pay will reflect the potential contribution and the impact you can bring, which may, in some cases, go beyond the range stated. • This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy. Read more about our compensation philosophy. To see a full list of benefits by country, consult our Benefits Page. And check out these links to learn more about How We Hire and What We Expect from Ourselves. #LI-DNI • Now in our 20th year, we’re the people behind WordPress.com, WooCommerce, Beeper, Tumblr, Simplenote, Jetpack, Longreads, Day One, PocketCasts, and more. We believe in making the web a better place. • We’re a distributed company with more than 1500 Automatticians in nearly every corner of the globe, speaking over a hundred different languages. Enriched by this diversity, we’re united by a singular mission: to democratize publishing, commerce, and messaging so anyone with a story can tell it, anyone with a product can sell it, and everyone can manage their communications from a single source. In short, we help maintain a balance in society, creating and continually refining powerful tools people can use to compete fairly—regardless of income, gender, politics, language, or where they live in the world.
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