Technical Support Manager & TAM Lead

Motive; Lahore; Vor Ort; PKR 4.000.000 - 7.000.000; Vollzeit

Zusammenfassung

Motive is seeking an experienced Manager of Technical Account Management to lead a Tier 2 Technical Support organization within Global Support. You will own team performance, staffing, scheduling, and escalation management across segments, partnering with Product, Engineering, and Customer Success to drive customer outcomes.

You'll coach engineers and TAMs, set quarterly goals, monitor CSAT/SLA and backlog, and own on-call rotations.

Qualifikationen

• 5+ years directly managing technical teams in a fast-paced, high-volume support environment.
• Experience managing escalations and incidents, working closely with Product/Engineering, and presenting to senior stakeholders (QBRs/MBRs).
• Proven track record of building, coaching, and retaining high-performing technical teams.
• Strong command of support metrics and how to move them.
• Excellent verbal and written communication; able to explain complex issues to both technical and non-technical audiences.

Aufgaben

• Own performance, staffing, and scheduling for your pods ensuring coverage, readiness, and consistent delivery against SLAs and KPIs.
• Provide day-to-day leadership and coaching: regular 1:1s, performance reviews, development plans, and ongoing feedback.
• Set and cascade quarterly goals for your teams aligned with Technical Support and company objectives; run reviews and course-correct with data.
• Partner with Workforce Management, Recruiting, and Enablement to hire, onboard, and ramp new team members.
• Serve as the top-line escalation owner for high-priority cases, leading triage and communication through resolution.
• Help run the on-call rotation as incident manager during off-hours for P0/P1 events.

Kenntnisse

Technical team management

Escalations & incident management

Stakeholder communication

Dashboarding (SFDC/Tableau)

On-call incident response

Tools

Salesforce Service Cloud

Tableau

Jira/Confluence

GSuite/MS Office

Jobbeschreibung

Motive is seeking an experienced Manager of Technical Account Management to lead a Tier 2 Technical Support organization within Global Support. You will own team performance, staffing, scheduling, and escalation management across segments, partnering with Product, Engineering, and Customer Success to drive customer outcomes.

You'll coach engineers and TAMs, set quarterly goals, monitor CSAT/SLA and backlog, and own on-call rotations.