Senior Enterprise Technical Account Manager

3M HEALTHCARE; Islamabad; On-site; PKR 16,694,490 - 27,824,151; Full time

Job summary

Motive is seeking an experienced Senior Technical Account Manager to join our Global Technical Support organization. You will act as the primary contact for a portfolio of high-priority enterprise customers, delivering white-glove technical support, proactive guidance, and executive-level communications.

You will lead resolution of complex technical challenges, coordinate with Product and Engineering, and advocate for customers to drive product improvements and customer satisfaction.

Qualifications

• Minimum 2 to 4+ years of experience in Technical Support with increasing responsibility.
• Experience with white-glove customer experience for mid-market/enterprise clients.
• Proven ability to deep dive technical problems and diagnose underlying issues.
• Strong analytical and problem-solving skills with ability to manage critical issues.

Responsibilities

• Build relationships and resolve issues at all levels within Technical Support.
• Serve as senior escalation point for complex high-impact technical issues for enterprise accounts.
• Collaborate with Product, Engineering, Escalations and support teams to address defects and align technically.
• Monitor accounts and provide timely updates; build and maintain relationships with customers.
• Develop SQL-based queries for proactive device health monitoring and issue identification.
• Own critical customer issues/escalations end-to-end from troubleshooting to resolution.
• Coordinate with Account Management to manage expectations and ensure customer satisfaction.
• Provide feedback to Product teams on recurring issues to mitigate escalations.
• Create and maintain account-level documentation; tailor it to customer needs.
• Coach and train team members; ensure adherence to processes and SLAs; participate in on-call rotations.

Skills

Technical Support

Enterprise Support

SQL Queries

Root Cause Analysis

On-call Support

Python

APIs

Education

Bachelor's in Computer Science or Engineering

Tools

SQL

Python

REST APIs

CMDB

Job description

Motive is seeking an experienced Senior Technical Account Manager to join our Global Technical Support organization. You will act as the primary contact for a portfolio of high-priority enterprise customers, delivering white-glove technical support, proactive guidance, and executive-level communications.

You will lead resolution of complex technical challenges, coordinate with Product and Engineering, and advocate for customers to drive product improvements and customer satisfaction.