Technical Account Manager - Enterprise

Overview

Motive is seeking an experienced Technical Account Manager (TAM) to join its Global Technical Support organization, providing white-glove service, technical support, and executive-level communications to customers.

What you'll do

• Determine how to resolve technical issues, including what changes are needed to underlying data, hardware or process, and how to apply them with minimal user disruption, in collaboration with Product and Engineering teams.
• Investigate and determine root cause of errors and bugs, using data and tools to trace the origin of data inconsistencies and report them to Engineering.
• Build and execute new SQL queries for emerging issues to be used 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 and Mid Market accounts, and 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.
• Understand the core business of assigned accounts and oversee all Support activities on a macro level, at all levels of Support.
• Ensure specific account documentation is created, followed and improved.
• Participate in on-call rotation and be available outside normal working hours to facilitate customer upgrades and change management practices.

What you'll need

• 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 assessing bespoke and deeply complex custom configurations that impact usability and customer workflows.
• Experience addressing customer escalations and relaying concise but efficient updates to 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, Datadog, SQL, and code review where needed.
• Deep hardware fault analysis skills; identify trends and prevent field failures through Root Cause Analysis.
• Technical educational background; Computer Science or Engineering or equivalent professional experience is a preferred qualification.
• Motivated, eager to learn and to go above and beyond.

Nice to have

• Computer Science or Engineering educational background, or equivalent professional experience (listed as preferred).

Details

• Location: Pakistan, remote.
• On-call rotation outside normal working hours is required.
• Some interviews or new-hire training sessions may be held in person at one of Motive's global offices.
• Candidates must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations.