Technical Account Manager II

We engage the most inspired minds to do their best work wherever they work best—powering the freedom to create worldwide.

WP Engine is the most trusted WordPress technology company, powering over 1.5M digital experiences in 150+ countries for businesses of all sizes. WP Engine’s all-in-one platform enables customers to design, build, power, and manage extraordinary WordPress, eCommerce, and headless sites—all thanks to a nonstop commitment to innovation, award-winning WordPress expertise, and a set of core values that guides us every day.

As part of WP Engine’s rapid growth, we’re seeking a highly motivated Technical Account Manager (TAM) to join our Customer Success team! In this role, you will have the privilege to work together with a dynamic team to fulfill our mission in helping our customers win online!
 

What’s Cool About This Job

As a TAM, you will help drive the technical health of our International business, working directly with a range of personas from web developers to Chief Technical Officers. In partnership with our Customer Success Managers (CSMs), you will aid our customers in realizing the value of their investment and work with a cross-functional team to ensure that we are growing our product in line with their long term business needs.
 

The Day to Day

• Participate in regular customer touchpoints and provide insights to drive technical deep dive conversations including, but not limited to, Product Roadmap insight, regular health checks and optimization recommendations.

• Co-lead Executive Business Reviews, taking the opportunity to explore technical business goals and advise on how WP Engine can help achieve those objectives. These often include high level decision makers, outside of your primary contacts.

• Work closely with the customer’s technical team, which often include developers and agency partners, to fully understand their technical requirements for ongoing success on our platform.

• Collaborate with several teams across the organization to communicate platform improvements and feature creation based on customer requirements.

• Assist our CSMs in proactively identifying technical risk associated with our customers, as well as develop and implement resolution plans to mitigate that risk, often involving departments across the business.

• Ensure high traffic customer events are successful, including identifying an accurate solution, coordinating with Support, interacting directly with the client, event benchmarking, and follow-up.

• Own the documentation and delivery of Incident Reports (also known as customer facing RCAs), often collaborating with our Engineering and Support teams.

• Identify creative solutions to help grow the International portfolio’s business, involving the scoping of larger plans, recommendation of product add-ons, and guiding on third-party software and tools that will help their business win online.

Your Expertise & Passions

• A hands-on person that can execute the technical work but can also work directly with customers daily.

• Demonstrated versatility in communicating sophisticated technology-related business issues to audiences with a varying range of technical expertise and title.

• Professional verbal and written communication on technical and business topics.

• Ability to hold customers accountable to agreed upon commitments through project management excellence while maintaining a customer-inspired experience; this ensures that accurate expectations are set while illustrating the value our team brings.

• Outstanding problem-solving capabilities, enabling you to easily diagnose, own or delegate issues that arise from customers in your portfolio. Critical thinking skills are highly advantageous to the TAM role.

• Natural curiosity and an appetite for knowledge, allowing you to stay informed on our products, industry trends and solutions, and online standard methodologies.

• Capability in using Git and Github and understanding collaborative workflows is a plus.

• Comfortable working in a UNIX/Linux environment and with an understanding of uniquely built deployment scripts and PHP code (or other OOP languages).

• Capacity to manage priorities, goals, and timelines in a dynamic fast-paced environment.

THE PERKS & BENEFITS

• Company Stock Options (Every employee is an owner in the company)

• Health Benefits (100% Paid Employee Medical, Dental, and Vision)

• Pension Scheme with a match

• Life Insurance and Income Protection (100% Paid)

• Supplementary Maternity & Paternity Pay and Caregiver’s Leave

• Employee Assistance Program

• Generous Vacation Time (Who doesn’t like time off)

• Home Office Stipend

• Tax free annual wellness benefit through Clevercards

• 4 Company Wellness Days

• On-going education through LinkedIn Learning, Workday Learning and our Career Growth Portal

• Free annual subscription to Calm
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