Technical Account Manager, Newspack

Automattic · United States, Cosmos

$73,000-$130,000

Remote Full-time Senior Solution Engineering

Job Description

At Automattic, we have the power to create opportunities for people in every corner of the earth. you’ll need, as well as books or conferences that promote continued learning.

Company-sponsored life insurance.

Open parental leave (includes maternity, paternity, and adoption). If you’ve been with Automattic for 12 months, your leave is fully paid.

A spiffy set of wireless headphones at your seven-year anniversary.

Paid two to three-month sabbaticals encouraged every five years.

We cover all costs of company travel, so dust off that passport! Your team will get together one to three times per year in locations around the globe.

Other benefits are country-specific and include health, vision, and dental insurance; matching retirement/pension contributions; childcare vouchers; income protection; travel insurance; and discount offers.

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

We’re only considering candidates based in North America at this time.

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 About Automattic 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.

We believe in Open Source, and the vast majority of our work is available under the GPL. Automattic is a Most Loved Company, an Equal Opportunity employer, and Disability Confident Committed. (Here’s what that might mean for you.) If you need disability-related accommodations during the application or interview process, please fill out this form.

We are committed to ensuring an accessible hiring process for all candidates. Learn more about our Employee Resource Groups. You can track your application status and more at MyGreenhouse. To learn about how we handle your data, please review our Privacy Policy. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. View the “Know Your Rights: Workplace Discrimination is Illegal” poster here. Automattic participates in the E-Verify program in certain locations, as required by law.

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Benefits

Manage publisher migrations from alignment through launch, owning timelines and coordinating a variety of stakeholders across technical and business requirements. You’ll proactively navigate obstacles, make strategic decisions about scope and priorities, and ensure successful outcomes even when facing unexpected challenges. Your project management will strike a balance between thoroughness and momentum, keeping complex initiatives moving forward while maintaining quality and meeting deadlines.
Develop close relationships with news publishers by understanding their business goals, operational needs, and technical challenges. You’ll troubleshoot technical and editor-facing issues as they arise, help publishers leverage and optimize Newspack’s features, set realistic expectations that align with our scope of support, and proactively identify opportunities to drive customer success.
Maintain a deep and current knowledge of the Newspack platform, WordPress functionality, and the news publishing landscape. You’ll provide top-notch guidance to publishers, identify product improvement opportunities based on publisher needs, surface bugs and feature requests, and collaborate with engineering to resolve issues. Your closeness to publishers will make you a valuable voice in shaping the product’s evolution.
Work independently using existing resources to solve problems efficiently, while actively engaging with the team to share learnings, contribute to discussions, and drive continuous improvement. You’ll participate in our highly collaborative team culture: sharing unique solutions, seeking input on complex challenges, and contributing to the collective knowledge that helps all of us serve publishers better. This balance between autonomy and collaboration is crucial to our work approach.
Develop and refine project management, time management, and communication systems to work more effectively and efficiently. You’ll document solutions, identify patterns across projects that could inform process improvements, and contribute insights from your work to enhance our workflows, product features, and publisher success strategies.
Meeting launch timelines while maintaining quality and managing scope effectively.
Building strong publisher relationships that lead to successful long-term partnerships.
Responding to publisher needs and providing timely, effective support.
Thinking strategically about both individual projects and broader process improvements.
Collaborating openly with the team, sharing knowledge, and continuously learning.
Maintaining product expertise and contributing insights that improve Newspack for all publishers.
Solid working knowledge of WordPress core functionality, common plugins, and the WordPress ecosystem. (You don’t 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, where you’ve managed relationships and solved problems directly with customers.
Demonstrated ability to manage complex projects with multiple stakeholders, competing priorities, and dependencies-proactively, not just reactively.
Comfort with technical troubleshooting, investigating root causes, and finding creative solutions within constraints.
Clear, professional written and verbal communication skills; ability to explain technical concepts to non-technical audiences and set appropriate expectations.

Requirements

Develop close relationships with news publishers by understanding their business goals, operational needs, and technical challenges. You’ll troubleshoot technical and editor-facing issues as they arise, help publishers leverage and optimize Newspack’s features, set realistic expectations that align with our scope of support, and proactively identify opportunities to drive customer success.
Maintain a deep and current knowledge of the Newspack platform, WordPress functionality, and the news publishing landscape. You’ll provide top-notch guidance to publishers, identify product improvement opportunities based on publisher needs, surface bugs and feature requests, and collaborate with engineering to resolve issues. Your closeness to publishers will make you a valuable voice in shaping the product’s evolution.
Work independently using existing resources to solve problems efficiently, while actively engaging with the team to share learnings, contribute to discussions, and drive continuous improvement. You’ll participate in our highly collaborative team culture: sharing unique solutions, seeking input on complex challenges, and contributing to the collective knowledge that helps all of us serve publishers better. This balance between autonomy and collaboration is crucial to our work approach.
Develop and refine project management, time management, and communication systems to work more effectively and efficiently. You’ll document solutions, identify patterns across projects that could inform process improvements, and contribute insights from your work to enhance our workflows, product features, and publisher success strategies.
Meeting launch timelines while maintaining quality and managing scope effectively.
Building strong publisher relationships that lead to successful long-term partnerships.
Responding to publisher needs and providing timely, effective support.
Thinking strategically about both individual projects and broader process improvements.
Collaborating openly with the team, sharing knowledge, and continuously learning.
Maintaining product expertise and contributing insights that improve Newspack for all publishers.
Solid working knowledge of WordPress core functionality, common plugins, and the WordPress ecosystem. (You don’t 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, where you’ve managed relationships and solved problems directly with customers.
Demonstrated ability to manage complex projects with multiple stakeholders, competing priorities, and dependencies-proactively, not just reactively.
Comfort with technical troubleshooting, investigating root causes, and finding creative solutions within constraints.
Clear, professional written and verbal communication skills; ability to explain technical concepts to non-technical audiences and set appropriate expectations.