Manager, Technical Account Manager

Motive is a leading provider of tools designed to empower those managing physical operations by enhancing safety, productivity, and profitability. Our platform uniquely integrates safety, operations, and finance teams, enabling seamless management of drivers, vehicles, equipment, and fleet-related expenses within a single system. Leveraging advanced AI, Motive delivers comprehensive visibility and control while automating and simplifying manual tasks. 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 enterprises to small businesses.

We are seeking an experienced Manager to lead our Technical Account Manager team within the Tier 2 Technical Support organization of our Global Support team. This role involves overseeing team performance, staffing, scheduling, and escalation management across various customer segments such as SMB, MMC, and Enterprise/Strategic accounts. The ideal candidate will lead and develop Technical Support Engineers and Technical Account Managers, driving key metrics like customer satisfaction (CSAT), service level agreements (SLA), first contact resolution (FCR), backlog health, and escalation quality. This position balances operational leadership with strategic initiatives, partnering closely with Product, Engineering, Sales, and Customer Success teams to enhance processes, tooling, and overall customer experience.

Key Responsibilities

- Own team performance, staffing, and scheduling to ensure adequate coverage and consistent achievement of SLAs and KPIs.
- Provide day-to-day leadership through regular one-on-ones, performance reviews, development plans, and continuous feedback to foster a high-performing and accountable team.
- Set and communicate quarterly goals aligned with Technical Support and company objectives; conduct regular reviews and adjust strategies based on data insights.
- Collaborate with Workforce Management, Recruiting, and Enablement to hire, onboard, and ramp new team members effectively within their first 30–60 days.
- Manage top-level escalations for high-priority and strategic customer cases, leading triage efforts, swarms, and communications through to resolution.
- Participate in the Technical Support Manager On-Call rotation, acting as incident manager during critical P0/P1 events and facilitating post-incident reviews.
- Advocate for customers internally to protect annual recurring revenue (ARR), minimize churn, and ensure proactive communication.
- Monitor queue health and backlog, intervening early on aging or at-risk cases and reallocating resources to maintain SLAs and customer satisfaction.
- Develop and continuously improve standard operating procedures (SOPs), workflows, and internal processes to enhance consistency and efficiency.
- Partner with Support Operations and Backline teams to identify trends such as bugs, product gaps, and training needs, translating findings into actionable plans.
- Oversee knowledge management efforts, ensuring documentation and runbooks capture learnings from escalations and incidents.
- Collaborate with Product and Engineering to resolve core product issues, influence roadmaps, and close the feedback loop from customers to R&D.
- Represent Technical Support in cross-functional meetings, clearly communicating challenges, impacts, and required actions.
- Lead weekly and monthly business reviews, reporting on CSAT, FCR, SLA adherence, backlog status, and escalations, presenting insights and remediation plans to senior leadership.
- Partner with Support Operations to design and refine reporting tools using Salesforce, Tableau, and other BI platforms to support data-driven decision-making.
- Drive strategic projects that improve supportability, efficiency, and customer experience.
- Lead change management initiatives, designing and implementing new workflows and tools while managing team adoption and resistance.
- Identify opportunities for improvement in tools, training, and processes, translating these into scoped projects with clear ownership and success metrics.
- Serve as the Directly Responsible Individual (DRI) for cross-functional initiatives, aligning Support, Product, Engineering, and Customer Success/Sales teams on scope, timelines, and outcomes.

Required Qualifications

- Minimum of 5 years managing technical teams in a fast-paced, high-volume support environment.
- Proven experience handling escalations and incidents, collaborating with Product and Engineering, and presenting to senior stakeholders through QBRs, incident reviews, and program updates.
- Demonstrated ability to build, coach, and retain high-performing technical teams.
- Skilled at providing direct feedback, managing performance, and developing senior individual contributors and future leaders.
- Strong understanding of support metrics and strategies to improve them.
- Proficiency in building and interpreting dashboards using Salesforce, Tableau, and Google Sheets to inform decision-making.
- Experience enhancing support ticketing systems, tools, and processes.
- Excellent verbal and written communication skills, capable of explaining complex technical issues to diverse audiences.
- Passion for diagnosing technical problems, identifying root causes, and collaborating with engineering to improve product reliability and supportability.
- Collaborative mindset focused on process improvement rather than fault-finding.
- Ability to connect customer-reported symptoms to underlying product, data, and workflow issues.
- Strong time management and prioritization skills, able to manage multiple high-priority tasks effectively.
- Willingness to participate in after-hours critical case handling, including on-call and incident response duties.
- Self-motivated with a history of leading change initiatives rather than maintaining the status quo.

Preferred Qualifications

- Hands-on experience with Salesforce Service Cloud (case management, reporting, dashboards) and Tableau or similar BI tools.
- Familiarity with Jira/Confluence and knowledge management best practices.
- Proficiency with GSuite or Microsoft Office for reporting, documentation, and presentations.
- Experience in data analytics, including analyzing support data to identify trends and at-risk customer cohorts.
- Background in IoT, telematics, fleet management, or related industries is a plus.

Motive is committed to creating a diverse and inclusive workplace and is an equal opportunity employer. We welcome candidates from all backgrounds, experiences, abilities, and perspectives. Applicants must be authorized to access technologies controlled under U.S. Export Administration Regulations. Some roles may require executing a non-compete agreement, subject to applicable laws and jurisdictional requirements. Interviews and training sessions may be conducted in person at one of our global offices.