Strategic Technical Account Manager

Motive; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

Motive is hiring a Technical Account Manager (TAM) to join Global Technical Support. You will bridge relationship management with high-level problem solving, audit account health, and mentor engineers.

You’ll influence technical requirements and drive improvements by championing the customer’s voice across Support, Product, and Engineering. In this role, you will own strategic accounts, develop account health campaigns, and deliver root-cause analyses to prevent future issues.

Qualifications

• 1–2 years of technical support experience with a track record of proactive performance.
• Bachelor’s degree in Computer Science or Engineering preferred, or equivalent practical experience.
• Willingness to participate in on-call rotation and work outside standard hours to facilitate customer upgrades.
• Excellent written and spoken English with ability to communicate clearly with stakeholders and engineers.
• Strong analytical skills to trace complex issues across hardware, APIs, and databases.

Responsibilities

• Serve as the primary technical contact for Strategic, Enterprise, and Mid-Market accounts.
• Build proactive partnerships with technical contacts at assigned accounts.
• Create, maintain, and improve account-specific technical documentation.
• Maintain a macro-level understanding of account business needs and support activities.
• Exceed benchmarks for response quality, timeliness, and customer satisfaction.
• Operate and drive account health campaigns for your portfolio of customers.
• Collaborate with Product and Engineering to implement fixes with minimal user disruption.
• Use data tools to trace inconsistencies and report findings to senior teams.
• Own end-to-end resolution of escalated cases for premium customer experience.
• Monitor upcoming product releases to ensure smooth transitions for customers.
• Create SQL-based queries to identify and address emerging issues.
• Participate in on-call rotations for upgrades and change management.

Skills

Technical support experience

English fluency

SQL querying

Documentation

Education

Bachelor's degree in CS or Engineering

Tools

SQL

APIs

Job description

Motive is hiring a Technical Account Manager (TAM) to join Global Technical Support. You will bridge relationship management with high-level problem solving, audit account health, and mentor engineers.

You’ll influence technical requirements and drive improvements by championing the customer’s voice across Support, Product, and Engineering. In this role, you will own strategic accounts, develop account health campaigns, and deliver root-cause analyses to prevent future issues.