From the listing
About the role
Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system.
Motive is looking for an experienced Technical Account Manager (TAM) to join our Global Technical Support organization to provide white-glove service, technical support, and executive-level communications to our customers. In this role, you will be adept at both building relationships and resolving issues.
You will act as the customer advocate, working closely with engineering, product management, and other key areas to innovate and improve performance around product requirements, enhancements, process improvements, and industry best practices.
What you'll do
- Determine how to resolve technical issues and what changes need to be made to underlying data/hardware/process by collaborating with Product and Engineering teams.
- Investigate and determine root cause of errors/bugs and report them to Engineering.
- Build/Execute new SQL queries for emerging issues to identify problem areas in your book of accounts.
- Be the primary technical point of contact for a group of Motive’s Strategic/Enterprise/Mid Market Accounts.
- Own or orchestrate the resolution of cases and provide an unparalleled support experience for assigned or escalated customers.
- Build, foster and maintain strong relationships with technical contacts at assigned customers.
- Proactively gather updates on upcoming releases to ensure a seamless customer experience.
- Oversee all Support activities on a macro level for assigned accounts and ensure specific account documentations are created and improved.
- Participate in on-call rotation and be available outside of normal working hours to facilitate customer upgrades.
What they're looking for
- Minimum 2 years of experience in Technical Support or equivalent account ownership/Support structure.
- Excellent customer communication skills in a variety of forms including written, live chat, and conference calls.
- Experience with addressing customer escalations and relaying concise updates to stakeholders.
- Strong analytical and problem-solving skills to manage critical issues in high-pressure environments.
- Experience with hardware devices, firmware upgrades, change management, and related testing practices.
- Deep hardware fault analysis skills and Root Cause Analysis.
- Technical educational background with qualifications in Computer Science, Engineering, or equivalent professional experience.
- Authorization to receive and access commodities and technologies controlled under U.S. Export Administration Regulations.
Nice to have
- Experience with Third Party integrations such as Transportation Management or Fleet Maintenance systems.
- Familiarity with advanced troubleshooting techniques that utilize APIs, Python, Data Dog, SQL, and code review.
From the company page
Motive benefits
◉ Remote policy · in their words
“We are a remote-first organization made up of more than 3,000 employees located around the world. While some of our employees are more effective working remotely ... members also have the option to work on-site at any of our eight global office locations if they prefer.”
Pulled from their careers page · verified by Atlas
The hot takeJeff's read on Motive
Jeff hasn't written this one up yet.
Ask, and Motive jumps the queue.