Note: The job is a remote job and is open to candidates in USA. Automattic is a company that empowers individuals globally through flexible and rewarding careers. They are seeking experienced Technical Account Managers for the Newspack team, who will manage publisher migrations and provide ongoing support to optimize the Newspack platform. The role requires strong project management skills and the ability to build relationships with news publishers.
Responsibilities
- 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
Skills
- Solid working knowledge of WordPress core functionality, common plugins, and the WordPress ecosystem
- 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
Benefits
- Open vacation policy (no set number of days per year). We encourage all employees to take the time they need for vacation, to pursue their own interests, to stay healthy, and to spend time with friends and family.
- Home office setup and coworking allowances. Working from a coffee shop? You can use your coworking allowance for the requisite latte!
- We happily provide or reimburse the hardware and software 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.
Company Overview
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