Senior Technical Account Management Lead

Motive; United States; Remote; USD 190,000 - 230,000; Full time

Benefits offered by this job

Healthcare benefits

Equity options

Leadership development

Flexible time-off

Job summary

Motive is seeking a Manager of the Technical Account Management (TAM) Team to guide a Tier 2 support organization spanning SMB, Mid-Market, and Enterprise accounts. You will lead engineering support pods, drive CSAT, SLA attainment, and FCR while collaborating with Product, Engineering, Sales, and Customer Success to protect ARR.

You will direct incident management playbooks, champion knowledge-based practices, and deliver executive-level reporting.

Qualifications

• 5+ years of management experience leading technical account management, Tier 2/3 support, or escalation pods.
• Experience handling enterprise customer escalations and major incident reviews.
• Strong metrics literacy with dashboards in Salesforce Service Cloud, Tableau, or Google Sheets.
• Experience updating ticketing tools, case routing rules, and workflow playbooks (Jira, Confluence, Salesforce).
• Excellent communication skills to articulate root causes to executives.

Responsibilities

• Lead pod performance, staffing schedules, shift coverage, and queue health to hit SLAs across SMB, MMC, and Enterprise accounts.
• Conduct regular 1:1s, performance reviews, and developmental coaching for team members.
• Own top-line escalation and incident governance for critical P0/P1 outages.
• Advocate for customers to reduce churn and protect ARR in cross-functional forums.
• Partner with Product, Engineering and Backline Support to close the feedback loop.

Skills

Team leadership

Performance management

Stakeholder management

Communication

Analytical thinking

Problem solving

Tools

Salesforce Service Cloud

Tableau

Google Sheets

Jira

Confluence

ITIL

KCS

Job description

Motive is seeking a Manager of the Technical Account Management (TAM) Team to guide a Tier 2 support organization spanning SMB, Mid-Market, and Enterprise accounts. You will lead engineering support pods, drive CSAT, SLA attainment, and FCR while collaborating with Product, Engineering, Sales, and Customer Success to protect ARR.

You will direct incident management playbooks, champion knowledge-based practices, and deliver executive-level reporting.