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Automattic is seeking an experienced Technical Account Manager to join the Newspack team. Newspack is a WordPress-based publishing platform designed to help news organizations manage their digital operations.
This is a blended role combining migration project management with ongoing publisher support. You will manage multiple concurrent migration projects while contributing to shared support responsibilities, helping publishers optimize their use of Newspack post-launch. The role requires flexibility to shift between project work and support work, balancing independent execution with collaborative problem-solving.
Key Responsibilities:
- Manage publisher migrations from alignment through launch, owning timelines and coordinating stakeholders across technical and business requirements. Navigate obstacles proactively, make strategic decisions about scope and priorities, and ensure successful outcomes.
- Develop close relationships with news publishers by understanding their business goals, operational needs, and technical challenges. Troubleshoot issues, help optimize Newspack features, set realistic expectations, and identify opportunities to drive customer success.
- Maintain deep knowledge of the Newspack platform, WordPress functionality, and the news publishing landscape. Provide guidance to publishers, identify product improvements, surface bugs and feature requests, and collaborate with engineering.
- Work independently using existing resources to solve problems efficiently while actively engaging with the team to share learnings and drive continuous improvement.
- Develop and refine project management, time management, and communication systems. Document solutions, identify patterns across projects, and contribute insights to enhance workflows and publisher success strategies.
Success in this role means meeting launch timelines while maintaining quality, building strong publisher relationships, responding to publisher needs with timely support, thinking strategically about individual projects and process improvements, collaborating openly with the team, and maintaining product expertise.
Required Qualifications:
- Solid working knowledge of WordPress core functionality, common plugins, and the WordPress ecosystem. 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 reactively.
- Comfort with technical concepts and ability to learn new platforms quickly.
