Account Support Analyst

Motive is a leading provider of innovative tools designed to empower those managing physical operations, making their work safer, more productive, and more profitable. Our platform uniquely integrates safety, operations, and finance teams by enabling them to manage drivers, vehicles, equipment, and fleet-related expenses within a single system. Leveraging advanced AI technology, Motive offers complete visibility and control while significantly reducing manual workloads through automation. Serving nearly 100,000 customers across diverse industries—including transportation, logistics, construction, energy, manufacturing, agriculture, retail, and the public sector—Motive supports organizations ranging from Fortune 500 companies to small businesses.

As an Account Support Analyst specializing in Order Management, you will play a vital role within our Finance team. You will act as the primary liaison for Mid-Market Account Managers, ensuring a seamless and efficient quote-to-cash process. Your responsibilities will include managing order-related inquiries from initial quoting through to final delivery, supporting internal teams, and maintaining strong customer relationships.

Key Responsibilities

- Quote-to-Cash (Q2C) Ecosystem & Quoting Support: Oversee the end-to-end Q2C process, providing hands-on CPQ support to Account Managers. Ensure all quotes and orders accurately reflect customer requirements and troubleshoot any technical issues from quote generation to order completion.

- Vendor Finance & Subscription Management: Assist with Vendor Finance transactions, conduct account audits, and manage account transfers or mergers while ensuring data integrity across systems.

- Customer and Shipment Management: Handle order processing, resolve open shipment queries, and manage replacement requests. Collaborate closely with customers to address and resolve order or shipment concerns, including creating replacement sales orders.

- Support for Account Managers and Customers: Serve as the main point of contact for Mid-Market Account Managers, offering direct support for all Order Management-related questions and challenges.

- Process Coordination: Work cross-functionally with Finance, Fulfillment, Customer Support, and other teams to guarantee a smooth order process. Proactively identify and resolve potential bottlenecks to improve efficiency and prevent delays.

- Documentation and Systems Management: Maintain accurate customer and order information within CRM platforms such as Salesforce and Zuora. Ensure adherence to standard operating procedures and timely updates of all records.

Required Qualifications

- Educational Background: Bachelor’s degree in Business Management or related fields such as Finance, Economics, or Supply Chain.

- Relevant Experience: Minimum of 4 years in customer-facing operations or a similar support role, preferably within order management or finance operations.

- Technical Knowledge: Strong understanding of the quote-to-cash process and the customer delivery lifecycle.

- Communication Skills: Excellent verbal and written communication abilities, capable of effectively engaging with internal teams, Account Managers, leadership, and external customers.

- Attention to Detail: Highly organized and meticulous, with a strong focus on accuracy when managing large volumes of work.

- Problem-Solving: Demonstrated ability to identify root causes and implement creative, effective solutions.

- Adaptability: Comfortable working in a fast-paced, high-volume environment while managing multiple priorities.

- System Proficiency: Experience with CRM systems, especially Salesforce, and familiarity with tools like Google Sheets and Zuora.

- Proactive Management: Strong organizational skills with the ability to monitor customer lifecycle events, follow up consistently, and ensure successful process completion.

- Prioritization and Multitasking: Ability to juggle multiple tasks simultaneously without compromising accuracy or quality.

Motive is committed to creating a diverse and inclusive workplace and is proud to be an equal opportunity employer. We welcome candidates from all backgrounds, experiences, abilities, and perspectives. Please note that all applicants must be authorized to access products and technologies controlled under U.S. Export Administration Regulations. Some interviews or training sessions may require in-person attendance at one of our global offices.