Technical Account Manager - Enterprise

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.