Strategic Enterprise Technical Account Manager

Motive; Lahore; Presencial; PKR 30.420.000 - 47.013.000; Jornada completa

Descripción de la vacante

Motive is seeking an experienced Technical Account Manager (TAM) to join our Global Technical Support organization, delivering white-glove service, managing executive-level communications, and maintaining strong customer relationships. You will proactively review a book of accounts and reactively handle escalated support cases.

You will own account success metrics, perform root cause analysis, and collaborate with Product and Engineering to improve performance and prevent issues.

Formación

• 2+ years in Technical Support or equivalent account ownership
• Excellent customer communication across multiple channels
• Experience with bespoke configurations affecting usability and workflows
• Experience addressing escalations and providing concise stakeholder updates
• Strong analytical and problem-solving skills under pressure
• Familiarity with APIs, Python, SQL and code review when needed
• Root cause analysis to identify trends and prevent field failures
• Technical education in CS or Engineering or equivalent experience

Responsabilidades

• Determine how to resolve technical issues and apply changes with minimal user disruption
• Investigate and determine root cause of errors/bugs and report to Engineering
• Build/Execute new SQL queries for emerging issues
• Be the primary technical point of contact for a group of Motive’s accounts
• Own or orchestrate resolution of cases and provide an unparalleled support experience
• Take end-to-end ownership of customer issues from troubleshooting to resolution
• Meet or exceed customer expectations on response quality and timeliness
• Maintain strong relationships with technical contacts at assigned customers
• Proactively gather updates on upcoming releases for a seamless experience
• Participate in on-call rotation and support upgrades and change management

Conocimientos

Technical account management

Customer communication

SQL

Python

Root cause analysis

On-call support

DataDog

Educación

Computer Science or Engineering degree

Herramientas

SQL

Python

DataDog

Descripción del empleo

Motive is seeking an experienced Technical Account Manager (TAM) to join our Global Technical Support organization, delivering white-glove service, managing executive-level communications, and maintaining strong customer relationships. You will proactively review a book of accounts and reactively handle escalated support cases.

You will own account success metrics, perform root cause analysis, and collaborate with Product and Engineering to improve performance and prevent issues.