Strategic Technical Account Manager — Mid Market

Motive; Lahore; In loco; PKR 24.917.000 - 41.528.000; Tempo pieno

Descrizione del lavoro

Motive is seeking an experienced Technical Account Manager to join our Global Technical Support team. You will deliver white-glove service, proactively review accounts, and handle escalated technical cases while coordinating with engineering and product teams.

You will build relationships with Strategic/Enterprise/Mid Market accounts, own success metrics, and ensure high-quality, timely support across channels.

Competenze

• Minimum 2 years in Technical Support or account ownership/Support structure.
• Excellent customer communication skills in a variety of forms (written, live chat, conference calls, in-person).
• Experience assessment of bespoke and deeply complex custom configurations that impact usability and customer workflows.
• Experience with 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 APIs, Python, Data Dog, SQL, and code review where needed.

Mansioni

• Determine how to resolve technical issues - what changes need to be made to underlying data/hardware/process and how to apply them with minimal user disruption by collaborating with Product and Engineering teams.
• Investigate and determine root cause of errors/bugs -- use the data and tools to trace the origin of data inconsistencies and 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.

Conoscenze

Customer communication

Analytical thinking

Escalation management

On-call support

Root cause analysis

Formazione

Bachelor's degree in CS or Engineering

Strumenti

SQL

Python

Datadog

APIs

Firmware testing

Descrizione del lavoro

Motive is seeking an experienced Technical Account Manager to join our Global Technical Support team. You will deliver white-glove service, proactively review accounts, and handle escalated technical cases while coordinating with engineering and product teams.

You will build relationships with Strategic/Enterprise/Mid Market accounts, own success metrics, and ensure high-quality, timely support across channels.