Original listing text, shown exactly as published by the company.
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 focused on driving technical excellence and delivering a seamless support experience for Motive’s most strategic and complex enterprise customers. This role centers on leading the resolution of high-impact technical challenges, serving as the primary point of escalation for the team, and building trusted relationships with customers through expert guidance and advocacy. As a Senior Technical Account Manager, your workday is focused on a group of high-priority clients who recognize and relate to you as their central point of contact for Motive’s product support issues, including proactive technical support, upcoming feature consultation, issue escalation, training recommendations, and communicating procedural and status updates on the customer’s environment. 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
- In this role, you will be adept at both building relationships and resolving issues at all levels within Technical Support.
- Serve as the senior subject matter expert responsible for troubleshooting, diagnosing, and act as the senior escalation point and subject matter expert for complex, high-impact technical issues faced by enterprise clients, driving resolution for cases that go beyond standard TSE expertise.
- Collaborate extensively with Product, Engineering, Escalations, and specialized support teams to address product-level defects, ensure technical alignment, and expedite escalated case resolution for enterprise accounts.
- Build, foster and maintain relationships with your accounts by proactively monitoring their account and providing them timely updates.
- Build SQL based queries for proactive identification of device health and monitoring.
- End-to-end ownership of the most critical customer issues/escalations including initial troubleshooting, identification of root cause, and issue resolution.
- Build a strong working relationship with the Account Management team to manage and set the customer expectations accordingly by focusing on customer satisfaction.
- Providing feedback to Product teams on common or emerging issues proactively to mitigate potential customer escalations.
- Be the architect of the account level documentation by ensuring its adaptation.
- Personalizing customer experience by strengthening customer relationships.
- Train, coach and provide consultations to your direct team (Technical Support Engineers and TAMs).
- Ensure thorough process and SLA (Service Level Agreement) adherence during multi-channel enterprise support operations, including ownership of urgent, after-hours escalations as required.
- 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 to 4+ years of experience in Technical Support with increasing responsibility.
- Have a good understanding of the Global Mid-Market/ Strategic/Enterprise market and preferably have hands-on experience in providing them a white-glove customer experience.
- Proven experience with handling routine change management requests directly reported from the end user – data change, bug fix, consultation etc.
- Proven ability to deep dive technical problems and diagnose the underlying issues.
- Experience with doing code reviews for custom configurations for end users by thoroughly analyzing the dependencies utilizing the CMDB/centralized database.
- Excellent expertise with Root Cause Analysis by using 5 Whys, Fishbone Diagram or Chronological Timeline.
- Strong analytical and problem-solving skills with the ability to manage critical and complex issues in high-pressure environments
- Proven track record of using and implementing programming languages for issue analysis – Python, C/C++, Java etc.
- Ability to analyze data and identify areas of improvement both in service and product by utilizing SQL.
- 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.
- Technical background with preferred qualifications of Computer Science or Engineering is a must.
- Motivated individuals with eagerness to learn and go above and beyond.
- Fluent in spoken and written English.
- Team player and can work in a professional environment.
- Expertise with APIs – bonus skillset.
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.
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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.
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.
