Technical Account Manager

Kinsta is a premium managed WordPress hosting provider designed for all types of businesses, small or large. We're the first to be exclusively powered by Google Cloud Platform while utilizing an isolated container system. We believe that constant availability and an outstanding user experience are a must. That’s why we always utilize the latest software and most advanced technology to power our infrastructure.

Location: Remote

The Account Manager is responsible for working with customers to provide solutions and options to complex, technical, and non-technical situations. At its core, the Account Manager’s role is that of a partner and problem-solver to produce increased customer satisfaction and retention.

While the Account Manager will be working with customers on plan changes, the role is not a sales role. Account Management at Kinsta is centered around providing solutions rather than focusing on upselling.

As a Kinsta Account Manager you will:

  • Propose custom plan solutions and options for customers as applicable. Generate custom plan proposals based on customer need utilizing tools and workflows.
  • Be the internal owner and responsible party for existing customers who require custom plans and services, such as setup of dedicated servers and exponential traffic surge events, seeing them through from start to finish.
  • Work with customers and relevant internal teams to determine customer needs regarding programs such as traffic surge events by reviewing analytics, site performance, and other applicable data. Create proposals utilizing tools and workflows based on the information gathered and the customer’s needs.
  • Assist customers with general upgrade/downgrade questions and requests as needed.
  • Receive customer requests for assistance on assigned topics, including, but not limited to, requests for credit under the terms of Kinsta’s Service Level Agreement (SLA), and effectively and accurately apply Kinsta’s existing policies, Terms of Service, SLA, and other agreements when determining how to respond to customer requests.
  • Keep in contact with designated customers via email to build strong relationships.
  • Schedule and hold regular calls (voice and/or video) with designated customers to discuss their experience, needs, concerns, and feedback.
  • Engage with designated customers in situations where repeat issues may be affecting their Kinsta experience. Work with the customer and relevant internal teams to achieve resolution.
  • Share both positive and critical feedback received from designated customers using established internal channels.

 

Requirements

The ideal Kinsta Account Manager is technically-knowledgeable, upbeat, professional, curious, and self-motivated.

All of our Account Managers must meet the following core requirements:

  • Native-level fluency in both written and spoken English.
  • Previous experience in a customer-facing role in the web hosting industry.
  • Being a sysadmin isn’t required, but the more technical skills and understanding you bring to the role the better. Talking about RAM, PHP throughput, PHP+MySQL response time, caching (object and page), concurrent visitors, and PHP workers should be exciting to you!
  • Experience working with self-managed WordPress websites.
  • A willingness to initiate challenging conversations with customers when necessary, paired with a resilient personality capable of maintaining a positive outlook when working through such situations.
  • Enjoys people and wants to work directly with customers on a daily basis.
  • The ability to understand complex technical and financial topics and explain them simply in plain English.
  • The ability to be thoughtful, kind, diplomatic, patient, and firm when applying company policies to customer inquiries.
  • A demonstrated desire and capacity for ongoing learning.
  • Able to self-manage and get the job done without requiring close supervision; no micromanagement here!
  • Consummate professionalism: we’re a distributed team and we expect you to act like the professional we know you are. That means being a member of the Kinsta team requires excellent communication, rock-solid reliability, and the drive to bring your best effort to bear on your work every single day.
  • Savvy with internet technologies and platforms. Ability to master the use of new platforms and online tools quickly.
  • Able to provide your own workspace, equipment, and reliable internet connectivity. As this role’s responsibilities include video conferencing with customers, a professional and presentable workspace is imperative.

Bonus points:

  • Deep expertise in any (or all!) of the following: WordPress, Linux, NGINX, PHP, and MySQL.
  • Previous Technical Account Management experience
  • Experience setting up, managing, and supporting LEMP/LAMP stacks.

 

Benefits

This is a fully-remote role. The Account Manager can work from anywhere with reliable broadband internet access.

This position offers a great deal of flexibility, responsibility, and opportunity for growth for the right candidate.

Resumes we receive are stored in Workable's database only. Your personal data will not be downloaded. Only HR and Hiring Managers have access to the personal data. Data will not be disclosed to third parties. CVs are stored for recruiting purposes exclusively and will be permanently deleted in case of unsuccessful selection. If we believe any of the applicants to be potential future hires, we'll ask their permission to retain their CVs in Workable's database until the next hiring period. For further information, please check Workable's Terms of Use.

Kinsta's motivated team is scattered across the globe

You're in luck! We're actively looking for more talented and tech-savvy co-workers to join our awesome team. If you’re willing to learn a bunch of exciting new technologies at an innovative growing tech company, then please get in touch.

Life at Kinsta

We have plenty of fun at the office and you're welcome to try and beat our current scooter lap record. But we also know when it’s time to batten down the hatches and put in the amount of time and work a startup can sometimes require.

We expect everyone to be honest and forthright with their ideas and contributions. Day-to-day, we challenge each other to constantly raise the bar, encourage unconventional thinking to achieve innovative breakthroughs, and are passionately committed to surpassing our goals.

We're looking for people who can take the initiative and contribute ideas anywhere in the company. We promote continuous learning in a flexible work environment.

What we offer

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Remote working environment

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Remote expense budget

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Kinsta annual retreat

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Competitive base salary

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Paid vacations

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Equal employment opportunity

Kinsta is an equal opportunity employer.

We will not discriminate and will take actions to ensure against discrimination in employment, recruitment, advertisements for employment, compensation, termination, promotions, and other conditions of employment against any employee or job applicant on the bases of race, color, gender, national origin, age, religion, creed, disability, veteran’s status, sexual orientation, gender identity, or gender expression.

How we review and select newcomers

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You apply for one of our open positions

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We might ask you to complete a short assessment (a video or a test)

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We invite you to an initial HR call, so that we can get to know each other

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We invite you to one or two rounds of more in-depth, technical interviews with the hiring manager and the team

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If you've successfully passed all interview rounds, you’ll receive an offer from us

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Once you've accepted our offer, you'll have to pass a background check

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Welcome on board!

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