Strategic Technical Account Manager

Gomotive; Pakistan; On-site; PKR 2,000,000 - 4,000,000; Full time

Job summary

Motive is seeking an experienced Technical Account Manager (TAM) to join our Global Technical Support team. You will manage a book of enterprise accounts, provide white-glove technical support, and communicate with executives to ensure successful outcomes.

You will diagnose issues, perform root-cause analysis, and collaborate with Product and Engineering to drive improvements. The role requires strong communication, program ownership, and willingness to participate in on-call rotations.

Qualifications

• Minimum 2 years of experience in Technical Support or equivalent account ownership/support structure.
• Excellent customer communication skills in a variety of forms (written, live chat, conference calls, in-person).
• Experience assessing bespoke and deeply complex custom configurations that impact usability and customer workflows.
• Experience addressing customer escalations and relaying concise but efficient updates to the stakeholders.
• Strong analytical and problem-solving skills with the ability to manage critical and complex issues in high-pressure environments.
• Experience with hardware devices, firmware upgrades, change management and related testing practices.
• Experience with Third Party integrations such as Transportation Management or Fleet Maintenance systems.
• Familiarity with advanced troubleshooting techniques that utilize APIs, Python, Data Dog, SQL, and code review where needed.

Responsibilities

• Resolve technical issues by applying data/hardware/process changes with minimal user disruption by collaborating with Product and Engineering teams.
• Investigate and determine root cause of errors/bugs and report them to Engineering.
• Build/execute new SQL queries for emerging issues to be used by the teams across Technical Support or to identify problem areas in your book of accounts.
• Be the primary technical point of contact for a group of Motive’s Strategic/Enterprise/Mid Market Accounts.
• Be accountable for the success metrics of the book of accounts.
• Own or orchestrate the resolution of cases, help build strong partnerships, and provide an unparalleled support experience for assigned or escalated customers.
• Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
• Meet or exceed customer expectations on response quality, timeliness, and overall customer experience.
• Build, foster and maintain strong relationships with technical contacts at assigned customers.
• Proactively gather updates on upcoming releases to ensure a seamless customer experience.
• Understanding the core business of the assigned accounts & overseeing all Support activities on a macro level, at all levels of Support.
• Ensuring specific account documentations are created, followed and improved.
• Participate in on-call rotation; be available outside of normal working hours to facilitate customer upgrades and change management practices.

Skills

Customer communication

Root Cause Analysis

Analytical thinking

On-call support

Change management

Education

Computer Science or Engineering background

Tools

SQL

Python

DataDog

APIs

Job description

Motive is seeking an experienced Technical Account Manager (TAM) to join our Global Technical Support team. You will manage a book of enterprise accounts, provide white-glove technical support, and communicate with executives to ensure successful outcomes.

You will diagnose issues, perform root-cause analysis, and collaborate with Product and Engineering to drive improvements. The role requires strong communication, program ownership, and willingness to participate in on-call rotations.