Support Account Manager

Motive is seeking an experienced Support Account Manager (SAM) to join its Global Technical Support team. In this role, you will serve as the primary liaison between customers and internal teams, ensuring a smooth, high-quality support experience. You will proactively manage a portfolio of customer accounts by monitoring case progress, driving accountability, and maintaining clear communication. Working closely with Technical Support Engineers, Technical Account Managers, and Account Managers, you will ensure timely resolution of issues, effective escalation handling, and continuous momentum on all support cases. Your role will involve direct customer engagement to provide updates, set expectations, and build confidence in the support process. This position requires strong organizational skills, attention to detail, and the ability to thrive in a fast-paced environment while advocating for customers and collaborating across multiple teams.

Key Responsibilities
- Act as the primary support contact for assigned customer accounts, managing end-to-end case ownership.
- Monitor all open, pending, and recently closed cases to maintain full visibility of account health.
- Proactively identify and follow up on aging, stalled, or high-priority cases to ensure no critical issues remain unresolved.
- Coordinate closely with Technical Support Specialists and Engineers to track progress, unblock issues, and maintain accountability.
- Participate in and manage escalations, 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, setting clear expectations and providing timely updates.
- Collaborate with Account Managers, Technical Account Managers, and cross-functional teams to ensure a seamless support experience.
- Join 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
- Minimum of one year experience in Technical Support, Customer Support, Account Management, or a similar customer-facing role in a fast-paced environment.
- Strong technical aptitude with the ability to interpret and explain technical issues at a functional level.
- Excellent written and verbal communication skills, capable of conveying technical concepts to both technical and non-technical audiences.
- Strong organizational and multitasking abilities to manage multiple accounts, priorities, and escalations simultaneously.
- Demonstrated customer focus, ownership, and accountability in managing high-visibility customer issues.
- Analytical and problem-solving skills with sound judgment to identify patterns, assess risks, and escalate 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.
- Strong case management discipline, including timely follow-up, accurate documentation, SLA and SOP awareness, and clear communication.
- Ability to remain calm under pressure, manage escalations professionally, and drive resolution collaboratively.
- Continuous learning mindset with the ability to quickly ramp up on new products, workflows, and technical concepts.
- Flexibility to work rotational shifts.

Preferred Qualifications and Benefits
Motive values diversity and inclusion and is an equal opportunity employer welcoming candidates from all backgrounds. The company is recognized as a Forbes Cloud 100 company, Forbes Best Startup Employer 2020, and an Inc. Magazine Best Place to Work. Employees may be required to comply with export control regulations and, depending on the role and location, may need to sign a non-compete agreement subject to local laws. Some interviews or training sessions may be conducted in person at global offices. Motive is committed to continuous improvement and innovation, leveraging AI and computer vision to enhance safety and efficiency for over one million drivers and 100,000 companies worldwide.