Manager, Technical Account Manager

Motive is a leading provider of innovative tools designed to empower teams managing physical operations by enhancing safety, productivity, and profitability. Our platform uniquely integrates safety, operations, and finance functions, enabling seamless management of drivers, vehicles, equipment, and fleet expenditures within a single system. Leveraging advanced AI, Motive delivers comprehensive visibility and control while automating routine tasks to reduce manual workloads. Serving nearly 100,000 customers across diverse industries—from Fortune 500 companies to small businesses—our solutions support sectors such as transportation, logistics, construction, energy, manufacturing, agriculture, retail, and the public sector.

Key Responsibilities

- Lead and manage the Tier 2 Technical Support team, including Technical Support Engineers and Technical Account Managers, overseeing staffing, scheduling, and performance to meet SLAs and KPIs across multiple customer segments.
- Provide ongoing leadership through regular one-on-ones, performance reviews, coaching, and development plans to cultivate a high-performing and accountable team.
- Set, communicate, and track quarterly goals aligned with company objectives, using data-driven reviews to adjust strategies as needed.
- Collaborate with Workforce Management, Recruiting, and Enablement teams to hire, onboard, and ramp new employees effectively within the first 30–60 days.
- Serve as the primary escalation point for high-priority and strategic customer cases, managing triage, staffing, and communication until resolution.
- Participate in the Technical Support Manager On-Call rotation, managing critical incidents during off-hours and leading post-incident reviews.
- Advocate for customers internally to minimize churn, protect at-risk ARR, and ensure proactive communication and follow-through.
- Monitor case queues and backlog health, intervening early to rebalance workloads and maintain service quality.
- Develop and refine standard operating procedures, workflows, and internal processes to enhance consistency and efficiency.
- Partner with Support Operations and Backline teams to identify trends such as bugs or training gaps and convert findings into actionable plans.
- Oversee knowledge management efforts, ensuring documentation from escalations and incidents is captured and reused.
- Collaborate closely with Product and Engineering teams to address core product issues, influence roadmaps, and close feedback loops.
- Represent Technical Support in cross-functional meetings, clearly communicating challenges, impacts, and required actions.
- Manage weekly and monthly business reviews, reporting on key metrics such as CSAT, FCR, SLA adherence, backlog, and escalations.
- Work with Support Operations to design and improve reporting tools using Salesforce, Tableau, and other BI platforms.
- Lead strategic projects aimed at improving supportability, operational efficiency, and customer experience.
- Drive change management initiatives, securing buy-in and managing resistance to new workflows and tools.
- Identify opportunities for continuous improvement in tools, training, and processes, translating them into projects with defined owners and timelines.
- Act as the Directly Responsible Individual (DRI) for cross-functional initiatives, aligning stakeholders on scope, timelines, and outcomes.

Required Qualifications

- Minimum of 5 years managing technical teams in fast-paced, high-volume support environments.
- Proven experience handling escalations and incidents, collaborating with Product and Engineering, and presenting to senior leadership.
- Strong track record of building, coaching, and retaining high-performing technical teams.
- Comfortable delivering direct feedback and managing team performance, with a focus on developing future leaders.
- Deep understanding of support metrics and strategies to improve them.
- Proficiency in building and interpreting dashboards using Salesforce, Tableau, and Google Sheets.
- Experience optimizing 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.
- Ability to connect customer issues to underlying product, data, and workflow challenges.
- Strong time management and prioritization skills to handle multiple high-priority tasks effectively.
- Flexibility to participate in on-call rotations and incident response as needed.
- Self-starter with a demonstrated ability to lead change initiatives.

Preferred Qualifications and Benefits

- 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.
- Background in data analytics, including analyzing support data to identify trends and risks.
- Prior experience 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, and perspectives. Please note that some roles may require authorization under U.S. Export Administration Regulations and may involve non-compete agreements depending on jurisdiction. Interviews and training sessions may be conducted in person at one of our global offices.