Support Account Manager

Motive is a leading technology company dedicated to empowering physical operations through innovative tools that enhance safety, productivity, and profitability. Our platform integrates safety, operations, and finance teams to manage drivers, vehicles, equipment, and fleet-related expenses within a single system. Leveraging advanced AI and computer vision, Motive provides comprehensive visibility and control, significantly reducing manual workloads by automating and simplifying tasks. Serving nearly 100,000 customers—from Fortune 500 enterprises to small businesses—across diverse industries such as transportation, logistics, construction, energy, manufacturing, agriculture, retail, and the public sector, Motive is committed to transforming how businesses operate their fleets safely and efficiently.

We are seeking an experienced Support Account Manager (SAM) to join our Global Technical Support team. In this role, you will be the primary liaison for a portfolio of customer accounts, ensuring a seamless and high-quality support experience. You will coordinate between customers and internal teams, maintaining visibility and driving timely resolution of support cases. Your responsibilities will include proactively managing case health, driving accountability, and maintaining clear communication with both customers and cross-functional teams such as Technical Support Engineers, Technical Account Managers, and Account Managers. You will ensure that no critical case is left unattended by tracking aging or stalled issues, defining next steps, and maintaining momentum toward resolution. This role requires a highly organized, detail-oriented individual who thrives in a fast-paced environment and demonstrates strong ownership and accountability.

Key Responsibilities:
- Serve as the primary support contact for assigned customer accounts, managing end-to-end case resolution.
- Monitor all open, pending, and recently closed cases to maintain full visibility into account health.
- Proactively identify and follow up on aging, stalled, and high-priority cases to prevent unattended issues.
- Collaborate closely with Technical Support Specialists, Engineers, and other internal teams to track progress and unblock issues.
- Manage escalations effectively, providing timely updates and structured resolutions.
- Maintain strong case hygiene through accurate documentation, updates, and quality closure.
- 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 a seamless support experience.
- Participate in customer calls and escalation bridges to support coordination and drive resolution.
- Audit closed cases to ensure accuracy, completeness, and quality of resolution.
- Identify trends, risks, and recurring issues within accounts and escalate proactively.
- Lead proactive outreach campaigns on 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 of support processes and overall customer experience.

Required Qualifications:
- Minimum of one year experience in Technical Support, Customer Support, Account Management, or a similar customer-facing operations role in a fast-paced environment.
- Strong technical aptitude with the ability to interpret and communicate technical issues at a functional level.
- Excellent written and verbal communication skills, capable of explaining technical concepts to both technical and non-technical audiences.
- Exceptional organizational and multitasking skills to manage multiple accounts, priorities, and escalations simultaneously.
- Demonstrated customer focus, ownership, and accountability in managing high-visibility customer issues.
- Strong analytical and problem-solving skills, with good judgment to identify patterns, assess risks, and escalate appropriately.
- Proficiency with 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.
- Strong case management discipline, including timely follow-up, accurate documentation, and adherence to SLAs and SOPs.
- Ability to remain calm under pressure and manage escalations professionally.
- Continuous learning mindset with the ability to quickly ramp up on new products, workflows, and technical concepts.
- Flexibility to work rotational shifts.

Motive values diversity and inclusion and is an equal opportunity employer welcoming candidates from all backgrounds, experiences, and perspectives. Candidates must be authorized to access technologies controlled under U.S. Export Administration Regulations. Some roles may require execution of a non-compete covenant depending on location and role. Interviews and training may be conducted in person at one of Motive’s global offices.