Job description
About Pantheon
Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft, and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon’s multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations, including Clorox and the United Nations, drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows.
The Role
Pantheon’s customers build complex open-source web applications that drive donations, run businesses, publish breaking news, and empower local communities. The Technical Solutions Consulting (TSC) team is responsible for the strategic technical success of these customers. We accomplish this by serving as trusted strategic partners, engaging on a consultative level to ensure that there are no technical blockers to our customers achieving the goals that brought them to Pantheon.
📍 This is a remote position open to candidates based in the United States or in Canada (Toronto, ON, or Vancouver, BC).
What You Need to Succeed
- 5+ years of experience as a Technical Account Manager, Solutions Architect, or equivalent role, managing technical relationships with customers and accountable for driving adoption and helping customers grow and evolve.
- Strong technical background, with a solid understanding of web development, hosting, and related technologies.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
- Ability to analyze technical data and identify trends, risks, and opportunities.
- Strong problem-solving skills, with the ability to troubleshoot technical issues and find effective solutions.
- Ability to manage multiple accounts and priorities effectively.
What You Bring To The Table
- Experience with the Pantheon platform.
- Experience with and understanding of git workflows, hosting stacks, cloud architecture, Drupal/WordPress architecture, edge delivery, decoupled frameworks, CI / automation / devops, high - performance architectures, infosec, etc. Should have specialist knowledge in multiple areas.
- Experience across multiple technical roles, with exposure to a breadth of development contexts and industry verticals (agency, EDU, .gov, advocacy, corporate, small business).
- Ability to run discovery sessions, translate customer requirements into a project plan, and coordinate support across teams to successfully deliver.
- Ability to discuss business drivers, commercial aspects of the customer’s web business, and financial impact of risk and recommendations.
- Experience working with global development teams.
- Training and documentation experience.
What You Will Do
- Act as the primary technical point of contact for assigned accounts, building strong relationships with key stakeholders.
- Manage the technical aspects of the customer relationship, ensuring customer satisfaction and retention.
- Proactively identify and mitigate technical risks and issues, working closely with support and engineering teams.
- Provide technical guidance and support to customers, helping them optimize their use of the Pantheon platform.
- Conduct regular technical account reviews, analyzing performance metrics, identifying trends, and providing recommendations for improvement.
- Develop and maintain technical account plans, outlining key objectives, success metrics, and strategies for achieving customer goals.
- Collaborate with Customer Success Managers and other internal teams to ensure a seamless customer experience.
- Assist with onboarding new customers, providing technical training and guidance.
- Identify and communicate opportunities for account growth and upsell.
- Manage and resolve technical escalations, ensuring timely and effective resolution.
What We Offer
We have all the usual perks and benefits, but what we can really offer you is a fantastic work environment powered by an amazing team.
- Industry-competitive compensation and equity plan
- Time off to recharge
- US: Flexible time off, sick days, and 13 paid holidays
- Canada: Paid time off (PTO), paid sick leave (PSL), and 11 paid holidays
- Comprehensive medical coverage: health, dental, vision
- Paid parental leave (plus fertility, adoption, and other family planning benefits)
- In-office workspace available in San Francisco (US) and Vancouver (Canada)
- Top-of-the-line equipment and tools
- Monthly allowance for wellness, reading, and access to LinkedIn Learning for continued development
- Team-based and company-wide events and activities that inspire, educate, and cultivate
Pantheon is an equal-opportunity employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need reasonable accommodation due to a disability for any part of the interview process, please contact [email protected]. Pursuant to local and federal regulations, Pantheon will consider qualified applicants with arrest and conviction records for employment.
Compensation:
The base salary range for this role is as follows:
- United States: $100,000-$119,000
- Vancouver, BC & Toronto, ON (Canada): CAD 108,000-128,000
This position also offers a performance bonus dependent on company performance. Our salary ranges are determined by role, level, and location.
United States: After an offer is made and accepted, E-Verify will be used to confirm your identity and employment eligibility, as required by the U.S. Department of Homeland Security.
Visa sponsorship is not available at this time.
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