Support Account Manager

Motive is seeking an experienced Support Account Manager (SAM) to join its Global Technical Support team. In this role, you will serve as the primary liaison between customers and internal teams, ensuring smooth coordination and timely resolution of support cases. You will proactively manage a portfolio of customer accounts, monitor case progress, and maintain clear communication to deliver a high-quality support experience. Working closely with Technical Support Engineers, Account Managers, and other cross-functional partners, you will drive accountability, handle escalations, and ensure no critical issue is left unresolved. This position requires strong organizational skills, attention to detail, and a customer-focused mindset to manage complex technical support workflows effectively.

Key Responsibilities

- Act as the main support contact for assigned customer accounts, owning end-to-end case management.
- Monitor all open, pending, and recently closed cases to maintain full visibility into account health.
- Proactively identify and follow up on aging, stalled, or high-priority cases to prevent unattended issues.
- Collaborate closely with Technical Support Specialists and Engineers to track progress and unblock challenges.
- Manage escalations by providing timely updates and facilitating structured resolutions.
- Maintain strong case hygiene through accurate documentation, regular updates, and quality closures.
- Communicate directly with customers via email and meetings to provide updates and set clear expectations.
- Partner with Account Managers, Technical Account Managers, and cross-functional teams to ensure seamless support delivery.
- Participate in customer calls and escalation bridges to coordinate efforts and drive issue resolution.
- Audit closed cases to ensure completeness and quality of resolution.
- Identify trends, risks, and recurring issues within accounts and raise them proactively.
- Lead proactive outreach campaigns addressing known issues to improve customer experience and reduce reactive support volume.
- Ensure alignment across Support, Engineering, and Account Management teams for assigned accounts.
- Contribute to continuous improvement initiatives aimed at enhancing support processes and overall customer satisfaction.

Required Qualifications

- Minimum of one year experience in Technical Support, Customer Support, Account Management, or a similar customer-facing role in a fast-paced environment.
- Strong technical aptitude with the ability to understand and interpret technical issues at a functional level.
- Excellent written and verbal communication skills, capable of explaining technical concepts to both technical and non-technical audiences.
- Proven organizational and multitasking abilities to manage multiple accounts, priorities, and escalations simultaneously.
- Demonstrated customer focus, ownership, and accountability in handling high-visibility customer issues.
- Strong analytical and problem-solving skills, including the ability to identify patterns, assess risks, and escalate appropriately.
- Experience using support and business tools such as Salesforce, Jira, Slack, Redash, and spreadsheets for tracking and reporting.
- Ability to collaborate effectively with cross-functional teams including Support, Sales, Engineering, and Product.
- Professional communication skills for live and written customer interactions.
- Troubleshooting mindset with the ability to gather relevant details, isolate issues, and drive structured next steps.
- Discipline in case management, including timely follow-ups, accurate documentation, and adherence to SLAs and SOPs.
- Ability to remain calm under pressure and manage escalations professionally.
- Willingness to work rotational shifts.
- Continuous learning mindset with the ability to quickly ramp on new products and workflows.

Motive values diversity and inclusion and is an equal opportunity employer welcoming candidates from all backgrounds and experiences. Candidates must be authorized to access products and technology controlled under U.S. Export Administration Regulations. Some roles may require execution of a non-compete agreement depending on location and position, with exceptions based on state laws. Interviews and training sessions may be conducted in person at one of Motive’s global offices.

Motive is a Forbes Cloud 100 company and recognized as a Best Startup Employer and Best Place to Work. The company’s platform leverages AI and computer vision to improve safety and efficiency for over one million drivers and 100,000 companies across industries such as transportation, logistics, construction, energy, manufacturing, and more.