Enterprise Technical Account Management Leader

Motive Technologies, Inc.; Islamabad; On-site; PKR 33,241,000 - 49,861,000; Full time

Job summary

Motive Technologies, Inc. is seeking an experienced Manager, Technical Account Management - Enterprise to lead a Tier 2 Technical Support organization within our Global Support team.

You will own team performance, staffing, scheduling, and escalation across segments while partnering with Product, Engineering, Sales, and Customer Success. You’ll drive CSAT, SLA, FCR, backlog health, and escalation quality, coaching teams, and shaping processes, tooling, and experience across cross-functional

Qualifications

• 5+ years directly managing technical teams in a fast-paced, high-volume support environment.
• Experience handling escalations and incidents with Product/Engineering and senior stakeholders.
• Proven ability to coach and retain high-performing teams and manage KPIs.

Responsibilities

• Own performance, staffing, and scheduling for pods; ensure coverage and SLA adherence.
• Provide day-to-day leadership, coaching, and performance reviews.
• Set quarterly goals; track progress with dashboards; adjust courses as needed.
• Hire, onboard, and ramp new team members; ensure first 30–60 days success.
• Top-line escalation owner for high-priority cases; coordinate triage and post-incident reviews.
• Lead on-call rotation; act as incident manager for P0/P1 events.
• Advocate for customers; protect ARR and minimize churn through proactive communication.
• Monitor backlog; rebalance work to protect SLAs and outcomes.
• Design SOPs and processes; improve case routing, escalation criteria, and tools usage.
• Collaborate with Product/Engineering to resolve issues and influence roadmaps.
• Lead cross-functional reviews; present problems, impact, and actions to leaders.
• Own BI reporting and dashboards; derive insights, risks, and remediation plans.
• Drive strategic projects; manage change and ensure adoption across teams.

Skills

Team leadership

Escalation management

Stakeholder communication

Operations management

Process improvement

Tools

Salesforce Service Cloud

Tableau

Jira/Confluence

Google Sheets

Job description

Motive Technologies, Inc. is seeking an experienced Manager, Technical Account Management - Enterprise to lead a Tier 2 Technical Support organization within our Global Support team.

You will own team performance, staffing, scheduling, and escalation across segments while partnering with Product, Engineering, Sales, and Customer Success. You’ll drive CSAT, SLA, FCR, backlog health, and escalation quality, coaching teams, and shaping processes, tooling, and experience across cross-functional