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Technical Account Manager, Scaled CX, WordPress VIP ID-6419

WordPress VIP, part of Automattic, is the world’s leading enterprise content management platform. We help the world's largest companies (including Meta, Salesforce, and Disney) create innovative digital experiences with WordPress.

At WordPress VIP, we help enterprise customers achieve success and drive results through WordPress. We are looking for a Technical Account Manager who will be responsible for driving adoption, value realization, customer satisfaction, and retention among our low-touch enterprise accounts. WordPress VIP presents a unique opportunity for experienced TAMs to help take us to the next level, as we look to mature our processes and strategy to be best-in-class for enterprises adopting WordPress at scale.

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We’re seeking a highly motivated and innovative Scaled CX TAM (Scaled Customer Experience Technical Account Manager) to join our team. As a Scaled CX TAM, your output will be critical in driving product adoption and customer engagement through various digital strategies and approaches. You will collaborate with multiple teams to design and execute scalable programs that ensure a positive customer experience while maximizing the value our customers derive from the VIP ecosystem. This role drives customer empowerment at scale, driving overall customer satisfaction and outcomes, encompassing their renewal readiness.

Responsibilities

  • Drive product adoption through webinars, digital content, office hours, and targeted training campaigns.
  • Use automation and data insights to proactively identify and engage customers based on product usage and lifecycle position.
  • Create digital engagement campaigns including drip-feed journeys, newsletters, and triggered email workflows.
  • Analyze customer data to measure success, prioritize outreach, and improve enablement content.
  • Build and execute playbooks for customer engagement and risk mitigation in collaboration with Relationship Managers.
  • Serve as customer advocate while working cross-functionally with Marketing, Product, and Sales teams.
  • Optimize customer experience through automated workflows and digital tools.
  • Define and track customer success metrics using technology and data-driven processes.

Requirements 

  • Experience with digital engagement platforms and automation tools.
  • Demonstrated ability to analyze data and make data-driven decisions.
  • Experience developing scalable customer programs and engagement playbooks.
  • Proven track record delivering webinars, training sessions, and educational content.
  • Strong written and verbal communication skills for technical and non-technical audiences.
  • Strategic customer success and retention experience.
  • Demonstrated ability to translate customer feedback into actionable insights.

Compensation and Benefits

Salary range: $85,000 - $130,000 USD. Please note that salary ranges are global, regardless of location, and we 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.

This isn’t your typical work-from-home job—we are a fully-remote company with an open vacation policy. Read more about our compensation philosophy. To see a full list of benefits by country, consult our Benefits Page. And check out these links to learn more about How We Hire and What We Expect from Ourselves.

About Automattic 

We are 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 1700 Automatticians in 92 countries speaking 110+ different languages. And, even more than growth and profitability (although we’re plenty profitable), above all, we’re driven by a mission:  We democratize publishing and commerce so anyone with a story can tell it, and anyone with a product can sell it, regardless of income, gender, politics, language, or country.

We believe in Open Source, and the vast majority of our work is available under the GPL.

Diversity, Equity, & Inclusion at Automattic 

We’re improving diversity in the tech industry. At Automattic, we want people to love their work and show respect and empathy to all. We welcome differences and strive to increase participation from traditionally underrepresented groups. Our DEI committee involves Automatticians across the company and drives grassroots change. For example, this group has helped facilitate private online spaces for affiliated Automatticians to gather and helps run a monthly DEI People Lab series for further learning. DEI is a priority at Automattic, though our dedication influences far more than just Automatticians: We make our products freely available and translate our products into and offer customer support in numerous languages. We require unconscious bias training for our hiring teams and ensure our products are accessible across different bandwidths and devices. 

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.

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3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

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5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

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7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

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The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...