Technical Account Manager

Join Pressable: Lead Our Technical Account Management Team

Are you a passionate leader with a deep understanding of WordPress and a drive to elevate customer success? Pressable, a leading managed WordPress hosting provider, is seeking a dynamic and experienced Technical Account Management Team Lead to guide our growing team.

Shape the Future of Customer Engagement

In this pivotal role, you will be instrumental in shaping our customer engagement strategy and ensuring our customers achieve maximum value from Pressable. You’ll lead a team dedicated to fostering strong first experiences and building long-term partnerships. This is your chance to make a real impact in a fast-paced, start-up environment.

What You’ll Do: A Hands-On Leadership Role

As a working manager, you’ll wear many hats, including:

• Team Leadership & Development: Manage, mentor, and develop a team of Technical Account Managers, fostering a collaborative and high-performing environment. Set clear performance goals, provide regular feedback, and cultivate a culture of continuous improvement.
• Technical Expertise: Lead by example as a player-coach, directly engaging with customers on technical migrations, performance audits, architecture issues, and providing code-level recommendations.
• Pre-Sales Support: Act as a hands-on technical sales engineer, delivering compelling product demonstrations, conducting architecture reviews, and providing technical deep dives.
• Escalation Management: Serve as a primary technical escalation point for complex pre-sales and onboarding issues, guiding the team through challenging resolutions.
• Process Improvement: Design, document, and implement processes and policies to optimize the Technical Account Management function.
• Training & Enablement: Create and deliver training programs and materials to enhance the technical and customer-facing skills of the team.
• Cross-Functional Collaboration: Work closely with Sales, Support, and Product teams to create a seamless customer experience.
• Data Analysis: Analyze customer data and metrics to identify trends, proactively address potential issues, and drive continuous improvement.

Key Responsibilities at a Glance

• Drive customer adoption, satisfaction, and retention through strategic initiatives.
• Act as a strategic partner to Sales, providing pre-sales technical consultation and ensuring smooth handoffs.
• Participate in sales enablement, educating the Sales team on hosting capabilities and roadmap updates.
• Partner with Support to streamline issue resolution and ensure a positive customer experience.
• Collaborate with Product to relay customer feedback and contribute to the product roadmap.
• Contribute to internal knowledge bases and documentation for team efficiency and customer self-service.
• Stay current with the latest WordPress trends and hosting technologies.

About You: The Ideal Candidate

We are looking for someone who is:

• A results-oriented leader with a passion for customer success and team development.
• Thriving in a dynamic start-up environment and comfortable wearing multiple hats.
• Possessing a strong understanding of technical account management principles and best practices.
• With a proven track record of building and managing high-performing teams.
• With exceptional communication and interpersonal skills.
• Proactive, organized, and with excellent problem-solving and decision-making abilities.
• With expert working knowledge in various technologies like Git, Grafana, PHP, APMs, caching, and more.

Specifically, you have experience with:

• Leading and motivating technical teams to exceed performance targets.
• Developing and implementing customer success strategies.
• Building and scaling processes and training programs.
• Working effectively in a cross-functional environment.
• Analyzing customer data for strategic insights.
• Managing and resolving complex customer escalations.
• WordPress development and managed hosting services.
• Excellent verbal and written communication skills.
• Strong organizational and project management skills.

About Pressable: Empowering WordPress Innovation

Founded in 2010, Pressable is a leading managed WordPress hosting provider specializing in scalable, highly available services for agencies, builders, developers, and businesses. We provide industry-leading performance, 24/7 expert support, an award-winning control panel, advanced developer tools, and seamless integrations with WooCommerce and Jetpack.

Compensation & Benefits: Invested in Our Team

The salary range for this position is $70,000-$130,000 USD (paid in local currency). We’re looking for high-caliber candidates, and pay will reflect your potential contribution. Perks and benefits include:

• Comprehensive health benefits (US-based staff)
• Matching 401(k) (US-based staff)
• Life and Disability Insurance (US-based staff)
• Work from home with home office setup and coworking allowances
• Open vacation policy
• Hardware, software, books, and conferences for continued learning

Ready to Join the WordPress Revolution?

If you are passionate about WordPress, customer success, and team leadership, we encourage you to apply! Join Pressable and help us make the web a better place. Let’s build something amazing together! Apply now and become a part of our exceptional team.

About Automattic: The Power Behind WordPress

Pressable is part of Automattic, the company behind WordPress.com, WooCommerce, Tumblr, Simplenote, Jetpack, and more. We’re a distributed company of over 1400 Automatticians worldwide, united by a mission to democratize publishing, commerce, and messaging.

Automattic is committed to diversity, equity, and inclusion. We offer disability-related accommodations during the application process. Learn more about our commitment.

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.