Technical Account Manager, Americas (VIP) Worldwide

Company: Automattic

Automattic’s mission is to democratize publishing and commerce so that anyone, anywhere can tell their story or sell their product. As a TAM for WordPress VIP, you will help drive our customers’ adoption of our products by managing and understanding our clients and partners from discovery, through launch, and beyond.

Our TAMs are the “voice of the customer” and our operational client contacts with high touch engagements. They understand their clients’ business demands, operational needs, and technical challenges to help them achieve the greatest value from Automattic products. Your technical acumen and customer-facing skills will enable you to effectively represent Automattic while driving client decisions regarding technical and product strategy, incidents, trade-offs and risk management. Working closely with engineering, you will provide advocacy and strategic technical guidance to help plan and build solutions using standard methodologies.

Software development and architecture experience will help you succeed, however, coding is not in scope for this position. Some moderate travel is required – expect quarterly as a baseline.

You are motivated by impact, whether that’s achieved by rapid deployment of bespoke, high-profile sites, helping newsrooms take control of their online publishing, or working with some of the most influential companies in the world and helping them get the most out of WordPress and our VIP program.

Your style is to get things done while reducing friction for your colleagues and clients, to respond rapidly when called upon, as well as being proactive. You view our clients as partners, not just customers, and pride yourself in establishing long-term relationships. You enjoy managing projects and timelines and working with everyone from engineers to GMs and VPs of Sales.

In addition, you are:

  • Comfortable with a high volume of communication and switching tasks at a moment’s notice.
  • Quick to solve problems that pop up, and collaborate with developers.
  • Accomplished at distilling goals and wish-lists into concrete next steps.
  • Skilled in conflict management and resolution.
  • Undaunted by managing risks in high stakes situations.
  • Excited by kick-off calls and getting everyone on the same page.
  • Experienced in working with WordPress or other web technologies.

Automattic is a distributed company where staff choose their own schedules and work from wherever they are. For this role, however, we’re expanding our team in North & South America. We’re prioritizing applicants interested in a daytime work schedule and residing within time zones UTC-3 through UTC-7.

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