Technical Account Manager, Newspack

$73,000 - $130,000/Yr

Unclassified - Remote, OR

Full-time - Mid Level

Remote, OR

1,001-5,000 employees

About the position

This position is with Automattic, specifically within Newspack, which is dedicated to supporting small and medium-sized news organizations in their quest to publish impactful stories and achieve financial sustainability. Newspack has developed an open-source publishing solution tailored to the unique needs of digital news publishers, utilizing industry best practices. Over the past five years, Newspack has successfully launched more than 250 publications, fostering a vibrant community of over 1,500 publishers, editors, and producers. As a Technical Account Manager (TAM), you will play a crucial role in this mission by working directly with our clients to migrate their sites to WordPress and launch them on the Newspack platform. Your responsibilities will include troubleshooting technical issues, optimizing the use of Newspack's features, and driving the adoption of best practices in digital news publishing and monetization. In this role, you will collaborate closely with product engineers to refine the Newspack product based on your experiences and the feedback from publishers. Building strong relationships with customers is essential, as you will need to understand their operational needs and technical challenges to help them derive maximum value from our products. You will be motivated by the impact you can make, whether through the rapid deployment of high-profile sites or assisting newsrooms in their digital transformation. Your proactive approach and ability to manage projects and timelines will be key to your success in this position.

Responsibilities

• Work directly with small- and medium-sized news publishers to migrate their sites to WordPress and launch on the Newspack platform.
• Troubleshoot technical and editor-facing issues as they arise.
• Work with publishers to leverage and optimize Newspack's feature set.
• Drive adoption of best practices in digital news publishing and monetization.
• Collaborate closely with product engineers to refine the Newspack product based on publisher input.
• Develop close relationships with customers to understand their business and operational needs.

Requirements

• Experience with influencing customer outcomes and analyzing customer health metrics.
• Ability to track customer interactions via tools.
• Experience collaborating closely with team members to support renewals and expansion opportunities.
• Skill in gauging customer engagement levels and providing feedback to internal stakeholders.
• Ability to create structure in ambiguous situations and design effective processes.
• Experience leading customer on-sites and conducting service reviews.

Nice-to-haves

• Experience with software development and architecture, though writing code is not in scope for this position.

Benefits

• Salary range of $73,000-$130,000 USD, with global pay in local currency.
• Opportunities for professional development and learning.
• Flexible work environment with a distributed team across 96 countries.