Technical Account Manager - Strategic

Motive is seeking a skilled Technical Account Manager (TAM) to join its Global Technical Support team. This role focuses on delivering exceptional, personalized service and strategic technical guidance to premier customers. The TAM acts as a vital link between relationship management and advanced problem-solving, proactively monitoring account health and mentoring Technical Support Engineers. You will partner closely with customers to oversee system environments, provide feature consultations, manage escalations, and recommend tailored training. Your expertise in root-cause analysis will help resolve complex technical issues and translate insights into actionable improvements. By representing the customer’s voice across Support, Product, and Engineering teams, you will influence technical requirements and enhance the overall customer experience.

Key Responsibilities
- Serve as the primary technical contact for Strategic, Enterprise, and Mid-Market accounts, building strong partnerships and maintaining detailed account-specific technical documentation.
- Maintain a broad understanding of each account’s business needs and support activities to provide strategic oversight.
- Consistently exceed benchmarks for response quality, timeliness, and customer satisfaction.
- Lead proactive account health initiatives and campaigns within your portfolio.
- Foster internal and external relationships to resolve technical issues at all organizational levels.
- Collaborate with Product and Engineering teams to implement hardware, data, or process fixes with minimal disruption.
- Conduct root cause analysis using data tools to identify inconsistencies and bugs, reporting findings to senior technical teams.
- Manage escalated cases end-to-end to ensure a premium customer experience.
- Own the troubleshooting, identification, and resolution lifecycle for assigned customer issues.
- Monitor upcoming product releases to ensure smooth customer transitions and advocate for customers in beta programs.
- Develop SQL queries to detect and address emerging technical problems.
- Participate in on-call rotations, providing off-hours support for upgrades and change management.

Required Qualifications
- 1 to 2 years of experience in Technical Support with a proven track record of proactive, high-quality performance.
- Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.
- Willingness to participate in on-call rotations and work outside standard hours as needed.
- Full professional fluency in spoken and written English.
- Exceptional communication skills across multiple channels, including written, live chat, video, and in-person interactions.
- Ability to deliver concise, impactful updates to stakeholders and senior engineering teams during escalations.
- Strong collaborative skills to work effectively in cross-functional professional environments.
- Advanced analytical skills to diagnose complex issues involving hardware, APIs, and databases using SQL and log parsing.
- Experience managing hardware fault analysis, firmware upgrades, and change management processes.
- Familiarity with Motive’s product suite, especially Compliance, Asset, and Safety modules.
- Knowledge of third-party integrations such as Transportation Management Systems (TMS) or similar platforms.
- Strong understanding of API troubleshooting; advanced expertise is a significant advantage.

Preferred Qualifications and Additional Information
- Experience with telematics and fleet management solutions is desirable.
- Ability to identify technical trends and implement preventive solutions to avoid field failures.
- Skilled in evaluating complex custom configurations and their impact on user workflows.
- Capacity to manage critical escalations effectively under pressure.

Motive values diversity and inclusion and is an equal opportunity employer welcoming candidates from varied backgrounds and experiences. Candidates must be authorized to access controlled technologies under U.S. Export Administration Regulations. Some roles may require a non-compete agreement depending on location and position. Interviews and training may be conducted in person at global offices.