Technical Account Manager (Mid-Market & Enterprise)

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

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