It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
We're seeking a Technical Account Manager to join our Customer Success team! This person will have the opportunity to work together with a diverse team of Linux, Node.js, and WordPress specialists to ensure the success of customers that have recently joined or are upgrading to the Atlas platform. To be a fit for this position, you must operate and thrive in a fast-paced company and regularly take the initiative to do the right thing.
What is Cool About This Job
As the Technical Account Manager you will work with WP Engine's latest product offering, Atlas - the complete Headless WordPress Platform for absurdly fast dynamic sites. You will be working with several departments throughout the company and will be the primary driver of customer's technical success during their launch with WP Engine. You'll be involved early in the sales process, working with the potential customer to understand their technical needs and following them through sign-up and a successful launch.
The Day to Day

• This is very much a hands-on role, relying on you to execute the required technical work prior to launch, including working around custom-built deployment scripts, PHP, Node.js, React, and WordPress.
• Own the Onboarding Customer Journey for Atlas customers, ensuring a smooth transition into WP Engine and the Atlas Product Line, our Headless WordPress offering.
• Direct regular customer touchpoints, consisting of both non-technical (project updates and status reports) and technical (education, ideation, and real-time problem solving) agenda items.
• As the most knowledgeable individual of the prospect's technical needs, ensure all vital departments have the information needed for a successful customer launch.
• Assess customer code, sometimes outside the typical scope of WordPress, to identify what is compatible with the platform and what needs to be changed or optimized.
• Work closely with Developer Relations, Support, and Account Managers to ensure a warm hand-off once the customer launches on our platform.
• Utilize New Relic to investigate customers' sites as well as find opportunities for efficiency.
• Coordinate with the Sales and Solution Architects teams to help capture technical details of major prospects.
• Assist the CSM/PAM in proactively identifying technical risk associated with your customers, involving leadership outreach and the development and execution of a risk mitigation plan, often involving multiple departments.
• Run point on ensuring high profile customer events are successful, including guiding the customer through preparation, coordinating day-of ownership with the Support team, and capturing benchmarks for providing an event summary.
• Identify creative solutions to help grow your existing portfolio's business, involving the scoping of larger plans, recommendation of product add-ons, and advising on third-party software and tools that will help their business win online.
• Highlight improvements to Atlas documentation and feature requests to the Developer Relations & Customer Experience Operations teams, collected through customer feedback and trend analysis.
• As a charter member of the team, continuously collect feedback and take initiative to improve existing processes, ensuring the best Atlas onboarding experience for our customers.
• Aid in the acceleration of Atlas technical skills to your co-workers. As more customers adopt Atlas, the ability to scale our support relies on sharing knowledge, standard methodologies, and lessons learned by the charter members of this team.

Your Experience, Expertise and Passion
Meaningful experience leading concurrent projects with little direction, and above all, a passion for ensuring a top-quality customer experience are a must.

• Preferred 7 years of hands-on technical experience, working directly with customers.
• Greater than 5 years of demonstrable experience in client / professional services, sales engineer, senior support engineer, or a senior engineer role exposed to multiple technical areas.
• Proficient in explaining technical concepts to non-technical people, including business executives.
• Understanding of custom built deployment scripts and PHP code (or other OOP languages).
• Knowledge with one or more front-end JavaScript technologies/frameworks: React (preferred), Vue, Angular, Svelte, Next.js, Nuxt.js, Gatsby, etc.
• Familiar with REST and GraphQL API technologies.
• Passionate about what is new in the JAMstack approach.
• Experience with developer workflow tools including Git, GitLab, Gulp, Grunt, CircleCI, Jenkins, etc.
• Experience with, and knowledge of traditional CMSs (Adobe Exp Manager, Sitecore, Drupal, etc.) and Headless CMSs (Contentful, Contentstack, Strapi, etc.).
• Experience with WordPress.

Perks and Benefits

• Compensation (We offer market competitive salaries)
• Stock Options (Every employee is an owner in the company)
• Health Benefits (100% Paid Employee Medical, Dental, and Vision)
• IVF Benefits
• Paid Family Leave - 16 weeks for primary caregivers and 5 weeks for secondary caregivers fully paid
• 4% 401(k) Match (Make the most of retirement)
• Life and Disability Insurance (100% Paid Life, STD, LTD, and AD&D)
• Generous Vacation Time (Who doesn't like time off?)
• Gym membership discount

At WP Engine, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. WP Engine is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or any other basis protected by federal, state, or local law.
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