Technical Account Manager (Mid-Market and Commercial)

Motive; United States; À distance; USD 110 000 - 150 000; Plein temps

Résumé du poste

Motive is seeking an experienced Technical Account Manager to join its Global Technical Support team. You will provide white-glove service, handle executive-level communications, proactively review a portfolio of accounts, and resolve escalated technical cases.

You will collaborate with engineering, product management, and other teams to improve performance and drive customer success. You will own end-to-end issue resolution, build strong client relationships, and participate in on-call

Qualifications

• Technical support experience with enterprise accounts.
• Excellent customer communication across channels.
• Experience assessing complex configurations impacting workflows.
• Ability to manage escalations and provide concise stakeholder updates.
• Strong analytical and problem-solving skills in high-pressure environments.
• Experience with hardware devices, firmware upgrades, and change management.
• Familiarity with third-party integrations like TMS or fleet maintenance systems.

Responsabilités

• Resolve technical issues by applying changes to data/hardware/process in collaboration with Product and Engineering.
• Investigate root cause of errors/bugs and report to Engineering.
• Build/execute SQL queries for ongoing issues.
• Be primary technical contact for strategic/enterprise/mid-market accounts.
• Own or coordinate resolution of cases and ensure strong support experience.
• Take end-to-end ownership of customer issues from troubleshooting to resolution.
• Meet or exceed expectations for response quality and timeliness.
• Maintain relationships with technical contacts at accounts.
• Gather updates on upcoming releases to ensure seamless experiences.
• Oversee all Support activities at macro level and ensure documentation.

Connaissances

Technical Support experience

Customer communication

Root Cause Analysis

Problem-solving

On-call readiness

APIs

SQL querying

Python scripting

Cross-functional collaboration

Formation

Computer Science or Engineering background

Outils

SQL

Python

Datadog

APIs

Description du poste

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100,000 customers - from Fortune 500 enterprises to small businesses - across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the Role:

Motive is looking for an experienced Technical Account Manager (TAM) to join our Global Technical Support organization to provide white-glove service, technical support, and executive-level communications to our customers. In this role, you will be adept at both building relationships and resolving issues. As a Technical Account Manager, your work day is focused on a proactive review of a book of accounts. Additionally, you will be reactively working on technical support cases of escalated accounts, issue escalation, training recommendations, and communicating procedural and status updates on the customer’s environment. You'll excel at solving problems quickly and efficiently and have a keen focus on finding a root cause to even the most obscure problem. You act as the customer advocate as you work closely with engineering, product management, and other key areas to innovate and improve performance around product requirements, enhancements, process improvements, and industry best practices.

What You'll Do:

• Determine how to resolve technical issues - what changes need to be made to underlying data/hardware/process and how to apply them with minimal user disruption by collaborating with Product and Engineering teams.
• Investigate and determine root cause of errors/bugs -- use the data and tools to trace the origin of data inconsistencies and bugs and report them to Engineering.
• Build/Execute new SQL queries for emerging issues to be used by the teams across Technical Support or to identify problem areas in your book of accounts.
• Be the primary technical point of contact for a group of Motive’s Strategic/Enterprise/Mid Market Accounts.
• Be accountable for the success metrics of the book of accounts.
• Own or orchestrate the resolution of cases, help build strong partnerships, and provide an unparalleled support experience for assigned or escalated customers.
• Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
• Meet or exceed customer expectations on response quality, timeliness, and overall customer experience.
• Build, foster and maintain strong relationships with technical contacts at assigned customers.
• Proactively gather updates on upcoming releases to ensure a seamless customer experience.
• Understanding the core business of the assigned accounts & overseeing all Support activities on a macro level, at all levels of Support.
• Ensuring specific account documentations are created, followed and improved.
• Participate in on-call rotation; be available outside of normal working hours to facilitate customer upgrades and change management practices.

What We're Looking For:

• Minimum 2 years of experience in Technical Support or equivalent account ownership/Support structure.
• Excellent customer communication skills in a variety of forms (written, live chat, conference calls, in-person).
• Experience assessment of bespoke and deeply complex custom configurations that impact usability and customer workflows.
• Experience with addressing customer escalations and relaying concise but efficient updates to the stakeholders.
• Strong analytical and problem-solving skills with the ability to manage critical and complex issues in high-pressure environments
• Experience with hardware devices, firmware upgrades, change management and related testing practices.
• Experience with Third Party integrations such as Transportation Management or Fleet Maintenance systems.
• Familiarity with advanced troubleshooting techniques that utilize APIs, Python, Data Dog, SQL,and code review where needed etc.
• Deep hardware fault analysis skills; identify trends and prevent field failures - Root Cause Analysis.
• Technical educational background with preferred qualifications of Computer Science or Engineering or equivalent professional experience.
• Motivated individuals with eagerness to learn and go above and beyond.

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

Please review our Candidate Privacy Noticehere.

UK Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations.It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.

Regarding US-based roles, depending on your role and primary work location, Motive Technologies, Inc. ("Employer") discloses candidates may be required to execute a non-compete covenant with the Employer. This requirement does not apply to lawyers, interns, or employees working in CA, MN, MT, ND, OK, or where otherwise prohibited by law.

Non-compete covenant terms in all other jurisdictions will be subject to the applicable statutory requirements, including but not limited to, procedures, industry related prohibitions, or salary and compensation thresholds.

All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.