Technical Solutions Consultant

About Pantheon

Pantheon WebOps Platform powers the open web, running more than 300,000 sites in the cloud for customers including Google, Princeton, Salesloft, and Doctors Without Borders. Every day, thousands of developers and marketers create, iterate, and scale WordPress and Drupal sites to reach billions of people globally. Pantheon’s multitenant, container-based platform enables organizations to manage all of their websites from a single dashboard. Organizations, including Clorox and the United Nations, drive results through accelerated development and real-time publishing using Pantheon’s collaborative workflows.

The Role 

Pantheon’s customers build complex open-source web applications that drive donations, run businesses, publish breaking news, and empower local communities. The Technical Solutions Consulting (TSC) team is responsible for ensuring that these customers achieve technical success and are able to grow their businesses, continue to evolve, and raise the level of their WebOps maturity. We accomplish this by serving as trusted strategic partners, engaging on a consultative level to ensure that there are no technical blockers to our customers achieving the goals that brought them to Pantheon. 

Location: This role is open to candidates based in Ireland or the UK.

What You Need to Succeed: 

• 5+ years of experience as a Technical Account Manager, Solutions Architect, or equivalent role, managing technical relationships with customers and accountable for driving adoption and helping customers meet their technical and business objectives.
• Strong technical background, with a solid understanding of open-source web development, hosting, and related technologies.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Ability to analyze technical data and identify trends, risks, and opportunities.
• Strong problem-solving skills, with the ability to troubleshoot technical issues and find effective solutions.
• Keen understanding of how technical success drives customer success, and ability to scope growth opportunities.
• Ability to manage multiple accounts and priorities effectively.

What You Bring To The Table 

• Experience with cloud-native hosting and development platforms. Pantheon experience a strong bonus.
• Experience with and understanding of enterprise website development technologies, including git workflows, cloud architecture, Drupal/WordPress architecture, edge delivery, decoupled frameworks, CI / automation / devops, high-performance architectures, infosec requirements, etc. Should have specialist knowledge in multiple areas.
• Experience across multiple technical roles, with exposure to a breadth of development contexts and industry verticals (agency, EDU, .gov, advocacy, enterprise, small business, etc.)
• Ability to run discovery sessions, translate customer requirements into a project plan, and coordinate support across teams to successfully deliver results.
• Ability to discuss business drivers, commercial aspects of the customer’s web business, and the financial impact of risk and recommendations.
• Experience working with global development teams.
• Training and documentation experience.

What You Will Do

• Act as the primary technical point of contact for assigned accounts, building strong relationships with key stakeholders.
• Manage the technical aspects of the customer relationship, ensuring customer satisfaction and retention.
• Proactively identify and mitigate technical risks and issues, working closely with support and engineering teams to coordinate results.
• Provide technical guidance and support to customers, helping them optimize their use of the Pantheon platform.
• Conduct regular technical account reviews, analyzing performance metrics, identifying trends, and providing recommendations for improvement.
• Develop and maintain technical success plans, outlining key objectives, success metrics, and strategies for achieving customer goals.
• Collaborate with Customer Success Managers and other internal teams to ensure a seamless customer experience.
• Assist with onboarding new customers, providing technical training and guidance.
• Identify and communicate opportunities for account growth and upsell.

What We Offer

We have all the usual perks and benefits but what we can really offer you is a fantastic work environment powered by an amazing team.

• Industry competitive compensation and equity plan
• Robust Vacation Package with 28 days of Holiday
• Private medical and dental coverage
• Life and Critical illness insurance
• Attractive Workplace Pension scheme
• Access to Employee Resource Platform
• Top-of-line equipment
• Monthly allowance for wellness, reading and access to LinkedIn Learning for continued development
• Events and activities both team-based and company wide that inspire, educate and cultivate

Pantheon is an equal opportunity employer and we welcome applications from all backgrounds regardless of race, color, religion, sex, national origin, ancestry, age, marital status, sexual orientation, gender identity, veteran status, disability, or any other classification protected by law. Pantheon complies with federal and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If you need a reasonable accommodation due to a disability for any part of the interview process, please contact talent@pantheon.io.

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