Strategic Technical Account Manager

Motive; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

Motive is looking for an experienced Technical Account Manager (TAM) to join our Global Technical Support organization in the United States. You will act as a proactive customer advocate, managing a book of strategic accounts and coordinating with Product and Engineering to improve performance and prevent issues.

In this role you will own end-to-end issue resolution, run SQL queries for account health, handle escalations, and maintain strong relationships with technical contacts at customers

Qualifications

• 2+ years in technical support or equivalent account ownership.
• Excellent written and verbal communication with customers.
• Experience solving complex configurations and escalations.
• Ability to perform root-cause analysis and communicate findings clearly.

Responsibilities

• Resolve technical issues by collaborating with Product and Engineering teams.
• Investigate root causes of errors and report to Engineering.
• Build and execute SQL queries for account analysis.
• Be the primary technical contact for strategic accounts.
• Own the resolution of cases and ensure a strong customer experience.
• Take end-to-end ownership of customer issues from troubleshooting to resolution.
• Meet or exceed response quality and timeliness expectations.
• Maintain relationships with technical contacts at customers.
• Gather updates on upcoming releases to ensure seamless experience.

Skills

Technical Support

Account ownership

Customer communication

Root cause analysis

SQL

Python

Datadog

APIs

Education

CS or Engineering degree

Tools

SQL

Python

Datadog

Job description

Motive is looking for an experienced Technical Account Manager (TAM) to join our Global Technical Support organization in the United States. You will act as a proactive customer advocate, managing a book of strategic accounts and coordinating with Product and Engineering to improve performance and prevent issues.

In this role you will own end-to-end issue resolution, run SQL queries for account health, handle escalations, and maintain strong relationships with technical contacts at customers