Manager, Technical Account Manager

Motive is looking for an experienced Manager to lead the Tier 2 Technical Account Manager team within the Global Support organization. This role involves managing team performance, staffing, scheduling, and escalation processes across customer segments including SMB, MMC, and Enterprise/Strategic accounts. The manager will oversee Technical Support Engineers and Technical Account Managers, focusing on driving customer satisfaction, meeting service level agreements, managing backlog health, and ensuring high-quality escalations. The position requires a blend of hands-on operational leadership and strategic influence to enhance processes, tooling, and the overall customer experience. Collaboration with Product, Engineering, Sales, and Customer Success teams is essential to success in this role.

Key Responsibilities
- Own team performance, staffing, and scheduling to maintain consistent coverage and meet SLAs and KPIs.
- Provide daily leadership and coaching through regular one-on-ones, performance reviews, and development plans to cultivate a high-performing, accountable team.
- Set and communicate quarterly goals aligned with company and Technical Support objectives; review progress regularly and adjust strategies based on data insights.
- Work closely with Workforce Management, Recruiting, and Enablement to hire, onboard, and ramp new team members effectively within their first 30–60 days.
- Serve as the primary escalation point for high-priority customer cases, leading triage, staffing, and communication until resolution.
- Participate in the Technical Support Manager On-Call rotation, managing incidents during off-hours and driving post-incident reviews and follow-ups.
- Advocate internally for customers to protect revenue at risk and minimize churn through proactive communication and issue resolution.
- Monitor queue health and backlog, intervening early to prevent SLA breaches and ensure positive customer outcomes.
- Develop and refine standard operating procedures, workflows, and internal processes to improve consistency and efficiency.
- Partner with Support Operations and Backline teams to identify trends such as bugs or training gaps and translate findings into actionable plans.
- Oversee knowledge management efforts, ensuring documentation and learnings from escalations and incidents are captured and shared.
- Collaborate closely 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, building dashboards and reporting on key metrics such as CSAT, FCR, SLA adherence, backlog, and escalations.
- Drive strategic projects aimed at enhancing supportability, efficiency, and customer experience.
- Manage change initiatives, securing buy-in and ensuring successful adoption of new workflows and tools.
- Identify improvement opportunities in tools, training, and processes, managing projects with clear goals and timelines.
- Serve as the Directly Responsible Individual (DRI) for cross-functional initiatives, aligning teams on scope, timelines, and outcomes.

Required Qualifications
- At least 5 years of experience managing technical teams in a fast-paced, high-volume support environment.
- Proven ability to handle escalations and incidents, collaborate with Product and Engineering, and present to senior leadership.
- Demonstrated success in building, coaching, and retaining high-performing technical teams.
- Strong skills in delivering direct feedback, managing performance, and developing future leaders.
- Deep understanding of support metrics and experience driving improvements.
- Proficiency in building and interpreting dashboards using tools such as Salesforce, Tableau, and Google Sheets.
- Experience improving support ticketing systems, tools, and processes.
- Excellent verbal and written communication skills, capable of explaining complex technical issues to diverse audiences.
- Passion for root cause analysis and working with engineering to enhance product reliability and supportability.
- Collaborative mindset focused on process improvement rather than fault-finding.
- Strong time management and prioritization skills, able to manage multiple high-priority tasks simultaneously.
- Flexibility to handle critical cases outside regular hours as needed.
- Self-motivated leader with a track record of driving change and innovation.

Preferred Qualifications and Benefits
- Hands-on experience with Salesforce Service Cloud, including case management, reporting, and dashboards.
- Familiarity with Jira, Confluence, and knowledge management best practices.
- Comfortable using GSuite or MS Office for reporting, documentation, and presentations.
- Experience in data analytics to identify trends and outcomes from support data.
- Background in IoT, telematics, fleet management, or related industries is a plus.
- Commitment to diversity and inclusion, reflecting Motive’s core values as an equal opportunity employer.
- Candidates must be authorized to access commodities and technologies controlled under U.S. Export Administration Regulations.
- Depending on location and role, candidates may be required to sign a non-compete agreement in compliance with applicable laws.
- Interviews and training may be conducted in person at one of Motive’s global offices.

Motive empowers teams managing physical operations by providing innovative tools that enhance safety, productivity, and profitability. Join us to lead a dynamic technical support team that plays a critical role in delivering exceptional customer experiences and shaping the future of fleet management technology.