Proactive Support Account Manager — End-to-End Case Champion

Gomotive; Pakistan; On-site; PKR 1,200,000 - 2,000,000; Full time

Job summary

Motive is seeking a customer-focused Support Account Manager to join our Global Technical Support team. You will coordinate across customers and internal teams to ensure visibility, progress, and timely resolution of support cases.

You will manage a portfolio of accounts, maintain case hygiene, drive escalations when needed, and collaborate with Support, Engineering, Product, and AMs to deliver a seamless experience.

Qualifications

• At least one year experience in Technical Support, Customer Support, Account Management, or a similar customer-facing operations role in a fast-paced environment.
• Strong understanding of technology and the ability to interpret technical issues at a functional level, even when deep root-cause ownership sits with Technical Support Engineers or Engineering.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Strong organizational and multitasking skills, with the ability to manage multiple accounts, competing priorities, and time-sensitive escalations simultaneously.
• Demonstrated customer-focus, ownership, and accountability in managing high-visibility customer issues.
• Strong analytical and problem-solving ability, including the judgment to identify patterns, assess risk, and escalated effectively.
• Comfort working across support systems and business tools such as Salesforce, Jira, Slack, Redash, and spreadsheets for tracking, reporting, and analysis.
• Ability to collaborate effectively with cross-functional partners across Support, Sales, Engineering, and Product teams.
• Strong communication skills and the ability to communicate professionally in written, live, and customer-facing settings.
• Demonstrated troubleshooting mindset, including the ability to gather relevant details, identify patterns, isolate issues, and drive structured next steps in ambiguous situations.
• Strong case management discipline, including timely follow-up, accurate documentation, SLA and SOPs awareness, and clear customer-facing communication.
• Ability to remain calm under pressure, manage escalations professionally, and collaborate effectively across teams to resolve high-impact customer issues.
• Continuous learning mindset with the ability to ramp quickly on new products, support workflows, and technical concepts.
• Rotational shift flexibility.

Responsibilities

• Act as the primary support point of contact for a portfolio of assigned customer accounts.
• Own and drive end-to-end case management, ensuring clear ownership, defined next steps, and continuous progress.
• Monitor all open, pending, and recently closed cases to maintain full visibility into account health
• Proactively identify and follow up on aging, stalled, and high-priority cases, ensuring no critical issue remains unattended.
• Coordinate closely with Technical Support Specialists (TSSs) and Technical Support Engineers (TSEs) to track progress, unblock issues, and maintain accountability.
• Participate in and help manage escalations, ensuring timely updates and structured resolution.
• Maintain strong case hygiene, including accurate documentation, updates, and closure quality.
• Communicate directly with customers via email and meetings, providing timely updates and setting clear expectations.
• Partner with Account Managers (AMs), TAMs, and cross-functional teams to ensure a seamless support experience.
• Join customer calls and escalation bridges to support coordination and drive resolution
• Audit closed cases to ensure accuracy, completeness, and quality of resolution
• Identify trends, risks, and recurring issues within accounts and raise them proactively
• Lead and execute proactive outreach campaigns on known issues to improve customer experience and reduce reactive support volume.
• Ensure alignment across Support, Engineering, and Account Management teams for assigned accounts.
• Support continuous improvement of support processes and contribute to a better overall customer experience.

Skills

Account management

Technical support

Communication

Organization

Cross-functional

Problem solving

Salesforce

Jira

Slack

Redash

Data-driven

Tools

Salesforce

Jira

Slack

Redash

Job description

Motive is seeking a customer-focused Support Account Manager to join our Global Technical Support team. You will coordinate across customers and internal teams to ensure visibility, progress, and timely resolution of support cases.

You will manage a portfolio of accounts, maintain case hygiene, drive escalations when needed, and collaborate with Support, Engineering, Product, and AMs to deliver a seamless experience.