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. Our platform uniquely integrates safety, operations, and finance teams, allowing them to manage drivers, vehicles, equipment, and fleet-related expenses within a single system. Leveraging industry-leading AI, Motive delivers comprehensive visibility and control while automating and simplifying workflows to reduce manual tasks. Serving nearly 100,000 customers—from Fortune 500 companies to small businesses—across diverse industries such as transportation, logistics, construction, energy, manufacturing, agriculture, retail, and the public sector, Motive is committed to driving operational excellence.

Key Responsibilities:
- Manage inbound and proactive customer interactions related to retention, renewals, cancellations, and account modifications.
- Conduct in-depth discovery conversations to understand customers’ business goals, 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 and professionally.
- Employ strong problem-solving skills to quickly diagnose customer issues and negotiate fair contract solutions.
- Recommend customer-centric solutions such as issue resolution, subscription right-sizing, renewal options, early or multi-year renewals, or approved alternative 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 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 maintain strong customer relationships with empathy, professionalism, and sound judgment.
- Excellent verbal, written, and presentation skills in English.
- Strong listening, discovery, negotiation, objection handling, and problem-solving capabilities.
- Ability to identify underlying business problems behind customer requests and recommend responsible 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 best outcome, even if it does not result in a sale.
- Adaptability to fast-paced environments with evolving processes and priorities.

Additional Information:
Motive values diversity and inclusion as a core part of its culture and is an equal opportunity employer welcoming candidates from varied backgrounds, experiences, abilities, and perspectives. Candidates must be authorized to access commodities and technologies controlled under U.S. Export Administration Regulations, as employee access to Motive products and technology is required. For U.S.-based roles, some positions may require execution of a non-compete agreement, subject to applicable state laws and exemptions.

All job openings correspond to current vacancies, and some interviews or new-hire training sessions may be conducted in person at one of Motive’s global offices. Candidates are encouraged to review the company’s Candidate Privacy Notice for further details on data handling and privacy practices.

This role offers the opportunity to engage with a dynamic, innovative company dedicated to transforming physical operations through technology and exceptional customer experience.