Save Specialist - SMB

Motive is a leading provider of innovative tools designed to empower those managing physical operations, helping make their work safer, more productive, and more profitable. The Motive 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, the platform offers comprehensive visibility and control while automating and simplifying many manual tasks. Serving nearly 100,000 customers across diverse industries such as transportation, logistics, construction, energy, manufacturing, agriculture, food and beverage, retail, and the public sector, Motive continues to drive operational excellence for businesses of all sizes.

Key Responsibilities

- Manage both inbound and proactive customer interactions related to retention, renewal, cancellation, and account modifications.
- Conduct thorough discovery conversations to understand customers’ business objectives, recent changes, challenges, urgency, and desired outcomes.
- Identify root causes behind customer concerns, including budget constraints, product fit, service experience, billing issues, fleet changes, or broader business conditions.
- Handle a high volume of phone and email communications efficiently.
- Apply strong problem-solving skills to quickly diagnose issues and negotiate fair contract solutions.
- Recommend practical, customer-focused solutions such as issue resolution, subscription right-sizing, renewal structuring (including early or multi-year renewals), or approved cancellation paths.
- Collaborate with internal teams to resolve customer issues, maintain ownership of the customer experience, and set clear expectations for next steps.
- Identify qualified opportunities for long-term planning, payment solutions, or account expansion when aligned with customer needs and retention goals.
- Maintain accurate and detailed records of customer health, root causes, business impact, actions taken, follow-ups, and final outcomes.

Required Qualifications

- Minimum of 2 years’ experience in a customer-facing role such as customer success, support, account management, retention, consultative sales, or collections.
- Proven ability to build and sustain customer relationships with empathy, professionalism, and sound judgment.
- Excellent written, verbal, and presentation skills in English.
- Strong listening, discovery, negotiation, objection handling, and problem-solving abilities.
- Ability to discern the underlying business problem behind customer requests and recommend responsible, customer-centric next steps.
- Demonstrated capacity to manage multiple tasks with attention to detail and consistent follow-through.
- Comfortable working with CRM systems, technology products, and structured workflows.
- Customer-first mindset with the judgment to recommend the right outcome, even if it does not result in a sale.
- Adaptability to fast-paced environments with evolving processes and priorities.

Additional Information

Motive is committed to creating a diverse and inclusive workplace and is an equal opportunity employer. The company welcomes candidates from varied backgrounds, experiences, abilities, and perspectives. Applicants must be authorized to access commodities and technologies controlled under U.S. Export Administration Regulations, as Motive requires employees to have authorized access to its products and technology.

For U.S.-based roles, depending on the position and work location, candidates may be required to sign a non-compete agreement, except for lawyers, interns, or employees working in certain states where such agreements are prohibited by law. Terms of non-compete agreements will comply with applicable statutory requirements.

All job postings represent current vacancies. Some interviews or new hire training sessions may take place in person at one of Motive’s global offices.