Technical Account Manager, Automattic Special Projects Team

Automattic is seeking a Technical Account Manager (TAM) to join their Special Projects team. This role focuses on ensuring partners have an excellent experience with WordPress and other Automattic products, from initial onboarding through the entire support and maintenance lifecycle. You will collaborate closely with site owners, designers, and developers to fulfill partner requests and provide valuable product feedback. The TAM acts as a crucial liaison, driving partner adoption of Automattic's offerings and resolving technical requests with precision. The position requires strong technical acumen, excellent communication skills, and the ability to define website functionality in ambiguous contexts while owning delivery, timelines, and outcomes. This is a fully remote position within a company known for its open-source contributions and commitment to democratizing publishing and commerce.

Requirements

Demonstrable understanding of how AI can multiply productivity Obsessive need to provide "beyond the expected" customer service Project management approach balancing thoroughness and momentum Advanced WordPress admin expertise (plugins, themes, Site Editor) Strong background with general web technologies (DNS, web accessibility, site performance, technical SEO, ecommerce) Excellent English written and verbal communication skills, able to translate technical language Ability to triage requests and escalate needs appropriately Demonstrated ability to manage assigned work independently and adjust to competing priorities Comfortable creating structure in ambiguous situations Effective problem solving, conflict resolution, and context-switching skills Ability to distill goals and wishlists into concrete next steps Undaunted by managing risks in high-stakes situations An eye for detail and innate desire to close out all project checklist items

Responsibilities

Drive partners’ adoption of WordPress and other Automattic products and services Work closely with partners to resolve incoming requests with high precision Represent Automattic using technical acumen and communication skills Collaborate with partners to define website functionality and own delivery, timelines, and outcomes Dive into WordPress and WooCommerce configurations, setup, and site building Lead high-touch deployments or launches, including DNS configuration, domain transfers, data migrations, and integrations Act as the “voice of the customer” for product teams, championing opportunities and surfacing bugs Develop close relationships with partners to understand business/operational needs and technical challenges Troubleshoot technical and editor-facing issues, liaising with engineers when needed Translate partner requests into concrete, WordPress-focused requirements Write clear, detailed tasks for team members to execute Respond to urgent incidents on partner sites with speed, care, and attention to detail Continuously improve and share processes to increase active project capacity Communicate confidently with third parties about partner needs, integration requirements, and WordPress best practices Demonstrate ownership of partner site quality by advocating for needs and verifying solutions Share knowledge, tools, and tips to help team members Communicate clearly and effectively to diverse partners with varying technical aptitudes