Technical Account Manager, WordPress VIP

WordPress VIP (WPVIP), the enterprise division of Automattic , is the world's leading content management platform. Leveraging our FedRAMP certification, WPVIP is expanding its reach into the public sector, and growing momentum in highly regulated use cases. WordPress, the open-source CMS, powers 40% of the web, and our large and growing ecosystem of technologies, services, and integrations is designed to bring that freedom and power to our customers, which include several federal government agencies, as well as Meta, The New York Times, Salesforce, and hundreds more.

As part of VIP's growth, we are looking to hire commercially rounded Technical Account Managers excited to support some of WordPress VIP's core enterprise customers.
Responsibilities:

As a Technical Account Manager (TAM) for VIP, you will:

• Help drive our Enterprise customers' adoption of the VIP platform by managing and understanding our customers and partners from discovery, through launch, and beyond.
• Be the operational customer contact to support our customer's pain points and growth objectives, as well as the customer advocate internally.
• Work to influence how our customers best engage with the VIP platform and complementary Automattic products and services.
• Develop close relationships with your customers to understand their business/operational needs and technical challenges and help them achieve the greatest value from our products.

Requirements:

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; helping businesses with their digital transformation; or working with some of the most influential companies in the world to get the most out of WordPress.

Your style is to get things done while reducing friction for your colleagues and customers, to respond rapidly when called upon, as well as being proactive. You view our customers as partners 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 have experience with:

• Influencing customer outcomes, analyzing customer health metrics, and tracking customer interactions via tools.
• Collaborating closely with team members to support renewals and expansion opportunities.
• Gauging customers' levels of engagement with the company and providing feedback to internal stakeholders regarding product and service improvements.
• Creating structure in ambiguous situations and designing effective processes.
• Leading customer on-sites, conducting service reviews, and empowering customers to achieve success and gain the greatest value from our products.
• Effective problem-solving, conflict resolution, and context-switching.
• Distilling and accomplishing goals and wish-lists into concrete next steps.
• Remaining undaunted by managing risks in high stakes situations.
• Conducting kick-off calls and getting everyone on the same page.
• Working with WordPress or other web technologies.
• Bonus points for software development and architecture experience, but writing code is not in scope for this position.

Salary range: $73,000-$130,000 USD - Please note that salary ranges are global, regardless of location, and we pay in local currency.