Team Lead, Technical Account Manager

Job description

At Pressable, a managed WordPress hosting service, we’re seeking a dynamic and experienced Team Lead for our growing Technical Account Management team. This newly formed team ensures our customers achieve maximum value by fostering strong first experiences and building long-term customer partnerships.

As a working manager wearing many hats in a fast-paced start-up environment, you’ll be instrumental in shaping the future of our customer engagement strategy and driving the performance of your team. You’ll interact directly with our customers to understand their needs and ensure their success. You will manage Technical Account Managers individually to ensure performance, setting clear expectations, providing regular feedback, and fostering a culture of continuous improvement. This includes determining and monitoring key metrics, identifying areas for development, and implementing strategies to enhance team effectiveness.

A key aspect of this role will be growing and training the team, including building processes, policies, and training material. You will be responsible for recruiting, onboarding, and developing top talent, as well as establishing scalable processes and resources to ensure consistent and high-quality service delivery as the team expands.

You will also work cross-functionally with our Sales, Support, and Product teams to create a seamless customer experience. This involves collaborating on sales strategies, aligning around support processes, and providing valuable customer feedback to the product team to inform future development.

Responsibilities:

• Manage, mentor, and develop a team of Technical Account Managers, fostering a collaborative and high-performing environment.
• Lead by example as a player-coach, directly engaging with customers by conducting technical migrations, performing in-depth performance audits, resolving architecture issues, and providing code-level recommendations to optimize customers’ websites for stability and speed.
• Act as a hands-on technical sales engineer during the pre-sales cycle, delivering compelling product demonstrations, conducting architecture reviews, and providing technical deep dives to support the Sales team in closing deals.
• Serve as a primary technical escalation point for complex pre-sales and onboarding issues, guiding the team through challenging resolutions while directly contributing to customer success.
• Set clear performance goals and expectations for the team, and regularly assess individual and team performance against these goals.
• Develop and implement strategies to drive customer adoption, satisfaction, and retention.
• Design, document, and implement processes and policies to optimize the Technical Account Management function and ensure a consistent and successful onboarding experience.
• Create and deliver training programs and materials to enhance the technical and customer-facing skills of the team.
• Act as a strategic partner to Sales, providing pre-sales technical consultation, helping qualify solutions, and ensuring smooth handoff and continuity from Sales ownership to TAM ownership to Support ownership.
• Actively participate in sales enablement initiatives by educating the Sales team on hosting capabilities, roadmap updates, and customer use cases.
• Work with Sales to identify expansion opportunities and renewals, ensuring TAMs are proactively supporting revenue retention and growth goals.
• Partner with the Support team to streamline issue resolution and ensure a consistent and positive customer experience.
• Work with the Product team to relay customer feedback, identify opportunities for product improvement, and contribute to the product roadmap.
• Analyze customer data and metrics to identify trends, proactively address potential issues, and drive continuous improvement in our service offerings.
• Manage escalated customer issues during the pre-sales and onboarding stages, leveraging your technical expertise and problem-solving skills to ensure timely and effective resolutions.
• Contribute to the development of internal knowledge bases and documentation to improve team efficiency and customer self-service capabilities.
• Stay up-to-date with the latest WordPress trends, hosting technologies, and Pressable platform updates.

About You:

• You are a results-oriented leader with a passion for customer success and team development.
• You thrive in a dynamic start-up environment and are comfortable wearing multiple hats.
• You possess a strong understanding of technical account management principles and best practices.
• You have a proven track record of building and managing high-performing teams.
• Your communication and interpersonal skills are exceptional, enabling you to build strong relationships with both internal and external stakeholders.
• You are proactive, organized, and possess excellent problem-solving and decision-making abilities.
• Expert working knowledge in various technologies, languages, and tools, such as Git, Grafana, PHP, APMs, caching, and more.

In addition, you have experience with:

• Leading and motivating technical teams to achieve and exceed performance targets.
• Developing and implementing customer success strategies that drive adoption and retention.
• Building and scaling processes and training programs within a technical organization.
• Working effectively in a cross-functional environment, collaborating with Sales, Support, and Product teams.
• Analyzing customer data to identify trends and insights that inform strategic decision-making.
• Managing and resolving complex customer escalations.
• WordPress development and a deep understanding of managed hosting services.
• Excellent verbal and written communication skills, with the ability to present technical information to both technical and non-technical audiences.
• Strong organizational and project management skills.

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.

Check out these links to learn more about How We Hire and What We Expect from Ourselves.

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!

About Automattic

We’re the people behind WordPress.com, WooCommerce, Tumblr, Simplenote, Jetpack, Longreads, Day One, Pocket Casts, and more. We believe in making the web a better place.

We’re a distributed company with more than 1400 Automatticians in nearly every corner of the globe, speaking over a hundred different languages. Enriched by this diversity, we’re united by a singular mission: to democratize publishing, commerce, and messaging so anyone with a story can tell it, anyone with a product can sell it, and everyone can manage their communications from a single source. In short, we help maintain a balance in society, creating and continually refining powerful tools people can use to compete fairly—regardless of income, gender, politics, language, or where they live in the world.

We believe in Open Source, and the vast majority of our work is available under the GPL. Automattic is a Most Loved Company and Disability Confident Committed. (Here’s what that might mean for you.) Learn more about our dedication to diversity, equity, and inclusion and our Employee Resource Groups.

If you need disability-related accommodations during the application or interview process, please fill out this form. We are committed to ensuring an accessible hiring process for all candidates.

Track your application status and more at MyGreenhouse.

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.