Technical Account Manager - Pressable

At Pressable, we’re looking for a seasoned Technical Account Manager to join our team.

As a Technical Account Manager, you will:

• Drive our customers’ adoption of Pressable’s managed WordPress hosting service.

• Draw on your technical acumen and customer-facing skills to effectively represent Pressable.

• Steer discussions with senior leadership regarding technical and product strategy, incidents, trade-offs, and risk management.

• Work closely with the sales team to provide technical expertise during the sales process, including product demonstrations, technical assessments, and answering customer queries.

• Develop close relationships with key customers to understand their business/operational needs and technical challenges, and help them achieve success on our platform.

• Guide new clients through the onboarding process, ensuring a smooth transition to our managed WordPress hosting service.

• Provide advocacy and strategic technical guidance, help customers plan, and build solutions that proactively drive platform health.

• Collaborate with the customer support team to troubleshoot and resolve technical issues for all customers, as time allows, ensuring timely and effective solutions.

  • Help with escalated customer issues as time allows (with mid-market and larger sites and agency customers being the priority).

• Collect and relay customer feedback to our support, development, and product teams to inform future enhancements and features.

• Maintain detailed records of client interactions, technical issues, and resolutions, and use this data to create documentation that can be leveraged by both the sales and support teams for training and when interacting with clients.  

About you:

You are motivated by impact, whether that’s achieved by rapid deployment of bespoke, high-profile sites; helping businesses with their digital transformation; or working with mid-market companies and Agency Partners to get the most out of WordPress and Pressable.

Your style is to get things done while reducing friction for your colleagues and customers, to respond rapidly when called upon, and to be 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 new business, renewal, 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 service reviews and empowering customers to achieve success and gain the greatest value from our platform.

• Effective problem-solving, conflict resolution, and context-switching.

• Distilling and accomplishing goals and wish lists into concrete next steps.

• Remaining undaunted while managing risks in high-stakes situations.

• WordPress development experience. (Required.)

• Outstanding verbal and written communication skills to effectively interact with both technical and non-technical stakeholders.

• In-depth knowledge of WordPress and managed hosting services, with the ability to understand and explain complex technical concepts to non-technical customers and partners, especially those related to performance and caching.

• Strong analytical and problem-solving skills to diagnose and resolve technical issues quickly and efficiently.

• High attention to detail to ensure accuracy in technical specifications, proposals, and customer interactions.

• Ability to work collaboratively with sales, customer support, product, and development teams to ensure a cohesive approach to client management.

• Strong organizational and project management skills to handle multiple client accounts and projects simultaneously.

About Pressable 

Founded in 2010, Pressable is a world-class managed WordPress hosting provider that specializes in scalable, highly available services for agencies, builders, developers, and businesses.

With industry-leading performance, 24/7 expert support, an award-winning control panel, advanced developer tools, and seamless integrations with WooCommerce and Jetpack, Pressable provides the tools you need to reliably manage your WordPress websites with ease.

Salary range: $70,000-130,000 USD. Please note that while salary ranges are presented here in USD, we will pay in local currency.

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 for the right candidate.

Perks & Benefits of Joining Pressable!

• Health Benefits for US-based staff (99% Paid Employee Medical, Dental, and Vision).

• Matching 401(k) for US-based staff. 

• Life and Disability Insurance for US-based staff (100% Paid Life, & LTD).

• Work from home with home office setup and coworking allowances.

• Open vacation policy (no set number of days per year). 

• Hardware and software, books or conferences that promote continued learning.

So, are you ready to embark on this thrilling WordPress adventure? We can’t wait to welcome you to the Pressable team and empower you to make the web a better place. Come join us in crafting an exceptional customer experience and revolutionizing the world of WordPress hosting. Apply now and let’s build something amazing together!