Technical Account Manager, Newspack

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We’re seeking experienced Technical Account Managers to join our Newspack team—individuals who combine strategic thinking with hands-on execution, thrive on complexity, and believe in the power of collaborative problem solving.

This role requires someone who can think strategically and work independently while thriving in a highly collaborative team environment. You'll balance technical problem solving with relationship management, applying broad experience across multiple areas rather than deep expertise in just one. The Newspack platform and its applications are vast and continuously evolving—there's no way any one person can hold it all in their brain, which makes our team's collaborative approach essential to success.

This is a blended role that combines migration project management with ongoing publisher support. You'll typically manage multiple concurrent migration projects while also contributing to our shared support responsibilities, helping publishers optimize their use of Newspack post-launch. This balance ensures that you stay connected to both the launch experience and the long-term publisher relationship, providing you with insight into the full publisher lifecycle.

The role requires flexibility and strong organizational skills to shift context between project work and support work—between heads-down, independent tasks and collaborative team problem solving. If you thrive on variety and can maintain momentum across different types of work, you'll find this structure engaging and rewarding.

As a Newspack Technical Account Manager, You Will:

• Manage publisher migrations from alignment through launch, owning timelines and coordinating a variety of stakeholders across technical and business requirements. You’ll proactively navigate obstacles, make strategic decisions about scope and priorities, and ensure successful outcomes even when facing unexpected challenges. Your project management will strike a balance between thoroughness and momentum, keeping complex initiatives moving forward while maintaining quality and meeting deadlines.
• Develop close relationships with news publishers by understanding their business goals, operational needs, and technical challenges. You’ll troubleshoot technical and editor-facing issues as they arise, help publishers leverage and optimize Newspack's features, set realistic expectations that align with our scope of support, and proactively identify opportunities to drive customer success.
• Maintain a deep and current knowledge of the Newspack platform, WordPress functionality, and the news publishing landscape. You’ll provide top-notch guidance to publishers, identify product improvement opportunities based on publisher needs, surface bugs and feature requests, and collaborate with engineering to resolve issues. Your closeness to publishers will make you a valuable voice in shaping the product’s evolution.
• Work independently using existing resources to solve problems efficiently, while actively engaging with the team to share learnings, contribute to discussions, and drive continuous improvement. You’ll participate in our highly collaborative team culture: sharing unique solutions, seeking input on complex challenges, and contributing to the collective knowledge that helps all of us serve publishers better. This balance between autonomy and collaboration is crucial to our work approach.
• Develop and refine project management, time management, and communication systems to work more effectively and efficiently. You’ll document solutions, identify patterns across projects that could inform process improvements, and contribute insights from your work to enhance our workflows, product features, and publisher success strategies.

In this role, success means:

• Meeting launch timelines while maintaining quality and managing scope effectively.
• Building strong publisher relationships that lead to successful long-term partnerships.
• Responding to publisher needs and providing timely, effective support.
• Thinking strategically about both individual projects and broader process improvements.
• Collaborating openly with the team, sharing knowledge, and continuously learning.
• Maintaining product expertise and contributing insights that improve Newspack for all publishers.

About you:

• Solid working knowledge of WordPress core functionality, common plugins, and the WordPress ecosystem. (You don’t need to be a developer, but you should be 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 just reactively.
• Comfort with technical troubleshooting, investigating root causes, and finding creative solutions within constraints.
• Clear, professional written and verbal communication skills; ability to explain technical concepts to non-technical audiences and set appropriate expectations.

Benefits

• Open vacation policy (no set number of days per year). We encourage all employees to take the time they need for vacation, to pursue their own interests, to stay healthy, and to spend time with friends and family.
• Home office setup and coworking allowances. Working from a coffee shop? You can use your coworking allowance for the requisite latte!
• We happily provide or reimburse the hardware and software you’ll need, as well as books or conferences that promote continued learning.
• Company-sponsored life insurance.
• Open parental leave (includes maternity, paternity, and adoption). If you’ve been with Automattic for 12 months, your leave is fully paid.
• A spiffy set of wireless headphones at your seven-year anniversary.
• Paid two to three-month sabbaticals encouraged every five years.
• We cover all costs of company travel, so dust off that passport! Your team will get together one to three times per year in locations around the globe. Other benefits are country-specific and include health, vision, and dental insurance; matching retirement/pension contributions; childcare vouchers; income protection; travel insurance; and discount offers.

Salary range: $73,000-$130,000 USD Please note that salary ranges are global, regardless of location, and we pay in local currency.

We’re only considering candidates based in North America at this time.

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.

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. #LI-DNI