Support Account Manager

Motive is looking for a skilled Support Account Manager (SAM) to join our Global Technical Support team. In this role, you will be the main point of contact between customers and internal teams, ensuring a smooth and high-quality support experience. You will manage a portfolio of customer accounts by tracking case progress, maintaining clear communication, and driving timely resolutions. Collaborating closely with Technical Support Engineers, Technical Account Managers, Account Managers, and other teams, you will handle escalations effectively and ensure no critical issues remain unresolved. This position demands strong organizational skills, attention to detail, and a proactive approach to managing customer issues from start to finish while promoting continuous improvements in the support process.

Key Responsibilities:
- Serve as the primary support contact for assigned customer accounts, managing all aspects of case resolution.
- Own end-to-end case management, ensuring clear ownership, defined next steps, and ongoing progress toward resolution.
- Monitor 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 critical issues.
- Coordinate closely with Technical Support Specialists and Engineers to track progress, unblock issues, and maintain accountability.
- Manage escalations by providing timely updates and structured resolutions.
- Maintain strong case hygiene through accurate documentation, regular updates, and quality closure.
- Communicate directly with customers via email and meetings to provide updates, set expectations, and build confidence in the support process.
- Collaborate 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 raise them 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.
- Support continuous improvement of support processes to enhance the overall customer experience.

Required Qualifications:
- At least one year of experience in Technical Support, Customer Support, Account Management, or a similar customer-facing role in a fast-paced environment.
- Strong technical understanding with the ability to 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.
- Strong organizational and multitasking skills to manage multiple accounts, priorities, and time-sensitive escalations simultaneously.
- Demonstrated customer focus, ownership, and accountability in managing high-visibility customer issues.
- Strong analytical and problem-solving abilities, including identifying patterns, assessing risks, and escalating appropriately.
- Proficiency with support systems 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.
- Troubleshooting mindset with the ability to gather relevant details, isolate issues, and drive structured next steps in ambiguous situations.
- Strong case management discipline, including timely follow-up, accurate documentation, SLA and SOP awareness, and clear customer communication.
- Ability to remain calm under pressure, manage escalations professionally, and work collaboratively to resolve high-impact issues.
- Continuous learning mindset with the ability to quickly ramp up on new products, workflows, and technical concepts.
- Flexibility to work rotational shifts.

Motive is dedicated to fostering a diverse and inclusive workplace and is an equal opportunity employer welcoming candidates from all backgrounds, experiences, abilities, and perspectives. Candidates must be authorized to access commodities and technologies controlled under U.S. Export Administration Regulations, as employees require access to Motive products and technology. Some interviews or training sessions may be conducted in person at one of our global offices.

Join Motive and contribute to a company recognized by Forbes Cloud 100, Forbes Best Startup Employer 2020, and Inc. Magazine Best Place to Work, where your efforts help improve safety and efficiency across multiple industries worldwide.