Technical Account Management Lead

Motive Technologies, Inc.; Islamabad; On-site; PKR 33,204,000 - 49,806,000; Full time

Job summary

Motive Technologies, Inc. is seeking a Manager of Technical Account Manager to lead a Tier 2 Technical Support organization within our Global Support team.

You will own team performance, staffing, scheduling, and escalation management across multiple customer segments and partners across Product, Engineering, Sales, and Customer Success. You will develop teams of Technical Support Engineers and Technical Account Managers, drive CSAT, SLA, FCR, backlog health, and effective incident handling.

Qualifications

• 5+ years directly managing technical teams in a fast-paced support environment.
• Experience managing escalations and incidents with cross-functional teams.
• Strong leadership, coaching, and performance management skills.

Responsibilities

• Lead and coach technical support engineers and technical account managers.
• Own staffing, scheduling, and KPI/SLAs for your pods.
• Drive CSAT, FCR, backlog health, and escalation quality.
• Partner with Product, Engineering, Sales, and CS to improve processes and tooling.
• Own dashboards and weekly/monthly business reviews.

Skills

Technical leadership

Escalation management

Stakeholder comms

Data analytics

People management

Tools

Salesforce Service Cloud

Tableau

Jira/Confluence

Job description

Motive Technologies, Inc. is seeking a Manager of Technical Account Manager to lead a Tier 2 Technical Support organization within our Global Support team.

You will own team performance, staffing, scheduling, and escalation management across multiple customer segments and partners across Product, Engineering, Sales, and Customer Success. You will develop teams of Technical Support Engineers and Technical Account Managers, drive CSAT, SLA, FCR, backlog health, and effective incident handling.