Save Specialist - SMB

Motive; Islamabad, Lahore; Híbrido; PKR 16.588.000 - 24.882.000; Jornada completa

Descripción de la vacante

Motive is seeking a Save Specialist (CSA) to help customers maximize value from their partnership. You will build trusted relationships and guide customers considering cancellation, plan changes, or renewals.

You will diagnose changes in the customer's business, identify root causes, and steer them toward the best path forward—whether it’s issue resolution, right-sizing, or multi-year renewal options—while coordinating with internal teams to ensure a smooth experience.

Formación

• 2+ years in a customer-facing role such as customer success or account management.
• Excellent English written and spoken communication.
• Ability to discover customer goals and negotiate outcomes.

Responsabilidades

• Manage retention, renewal, cancellation, and account change conversations.
• Identify root causes of customer concerns and guide the right renewal path.
• Coordinate with internal teams to resolve issues and ensure customer success.
• Document customer health and outcomes and follow up accordingly.

Conocimientos

Customer retention

Account management

Verbal communication

Written communication

CRM experience

Herramientas

CRM software

Structured workflows

Descripción del empleo

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable.

For the first time ever, safety, operations, and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives customers visibility and control while reducing manual workloads through automation and simplified workflows.

Motive serves businesses across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

About the Role

Motive is looking for a Save Specialist (CSA) to help customers achieve lasting value from their partnership with Motive. In this role, you will build trusted customer relationships and support customers who are considering cancellation, reducing their subscription, changing their plan, or preparing for renewal.

You will understand what has changed in the customer’s business, identify the root cause of their concern, and guide them toward the most appropriate path forward. This may include resolving an underlying issue, right sizing the subscription, structuring a renewal, supporting an early or multi year renewal, evaluating a payment solution, or facilitating a professional cancellation when Motive is no longer the right fit. You will take a consultative approach focused on understanding customer needs, solving root causes, and helping customers choose the right path forward.

What You’ll Do

• Manage inbound and proactive customer conversations related to retention, renewal, cancellation, and account changes.
• Conduct thoughtful discovery to understand the customer’s business goals, changes, challenges, urgency, and desired outcome.
• Identify root causes related to budget, utilization, product fit, service experience, support, billing, fleet changes, or broader business conditions.
• Handle large volume of phone conversations and email inquiries
• Problem solving is a must as you quickly identify the root cause of customer issues and work with them to implement fair contract negotiations
• Recommend practical, customer centered solutions, including issue resolution, right-sizing, renewal options, early renewal, multi year structures, or other approved paths.
• Coordinate with internal teams to resolve customer issues, maintain ownership of the customer experience, and provide clear expectations for next steps.
• Identify qualified opportunities for longer term planning, payment solutions, or expansion when they align with the customer’s needs and a healthy retention path has been established.
• Maintain accurate records of customer health, root cause, business impact, customer experience, actions, follow ups, and final outcomes.

What We’re Looking For

• 2+ years of experience in a customer-facing role, such as customer success, customer support, account management, retention, consultative sales, or collections.
• Strong ability to build and maintain customer relationships with empathy, professionalism, and sound judgment.
• Excellent written, verbal, and presentation skills in English.
• Effective listening, discovery, negotiation, objection handling, and problem solving skills.
• Ability to identify the business problem behind a customer request and recommend a responsible next step.
• Proven ability to manage multiple responsibilities with a high degree of attention to detail and follow-through.
• Comfort working with CRM and learning technology products and structured workflows.
• Customer first mindset and the judgment to recommend the right outcome even when that outcome is not a sale.
• Comfort working in a fast-paced environment with evolving processes and priorities.

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.

Regarding US-based roles, depending on your role and primary work location, Motive Technologies, Inc. (“Employer”) discloses candidates may be required to execute a non-compete covenant with the Employer. This requirement does not apply to lawyers, interns, or employees working in CA, MN, MT, ND, OK, or where otherwise prohibited by law.

Non-compete covenant terms in all other jurisdictions will be subject to the applicable statutory requirements, including but not limited to, procedures, industry related prohibitions, or salary and compensation thresholds.

All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Motive’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A \"disabled veteran\" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A \"recently separated veteran\" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An \"active duty wartime or campaign badge veteran\" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An \"Armed forces service medal veteran\" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.