Technical Account Manager Enterprise

Islamabad - Pakistan

Monthly Salary: Not Disclosed

Posted on: 19 hours ago

Vacancies: 1 Vacancy

Job Summary

Who we are:

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. Combined with industry leading AI the Motive platform gives you complete visibility and control and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100000 customers from Fortune 500 enterprises to small businesses across a wide range of industries including transportation and logistics construction energy field service manufacturing agriculture food and beverage retail and the public sector.

Visit to learn more.

About the Role:

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 this role you will be adept at both building relationships and resolving issues. As a Technical Account Manager your workday is focused on a proactive review of a group of customers along with providing coaching and assistance to Technical Support Engineers for customers in your assigned segment. Additionally you will be proactively working on technical support cases upcoming feature consultation issue escalation training recommendations and communicating procedural and status updates on the customers environment. Youll excel at solving problems quickly and efficiently and have a keen focus on finding a root cause to even the most obscure problem. You act as the customer advocate as you work 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 Youll Do:

In this role you will be adept at both building relationships and resolving issues at all levels within Technical Support.
Determine how to resolve technical issues -- what changes need to be made to underlying data/hardware/process and how to apply them with minimal user disruption by collaborating with Product and Engineering teams.
Investigate and determine root cause of errors/bugs -- use the data and tools to trace the origin of data inconsistencies and bugs and report them to Senior TAMs/Backline Support Engineering/Engineering.
Build new SQL based queries for emerging issues to be used by the teams across Technical Support.
Be the primary technical point of contact for a group of Motives Strategic/Enterprise/Mid Market Accounts.
Own or orchestrate the resolution of cases help build strong partnerships and provide an unparalleled support experience for assigned or escalated customers.
Take end-to-end ownership of assigned customer issues including initial troubleshooting identification of root cause and issue resolution.
Meet or exceed customer expectations on response quality timeliness and overall customer experience.
Build foster and maintain strong relationships with technical contacts at assigned customers.
Proactively gather updates on upcoming releases to ensure a seamless customer experience.
Understanding the core business of the assigned accounts & overseeing all Support activities on a macro level at all levels of Support.
Ensuring specific account documentations are created followed and improved.
Working in close liaison with other cross-functional departments (Prod/Engg) to resolve bugs and data change requests.

Participate in on-call rotation; be available outside of normal working hours to facilitate customer upgrades and change management practices.

What Were Looking For:

Minimum 1 year of experience in Technical Support
Excellent customer communication skills in a variety of forms (written live chat conference calls in-person).
Experience assessment of bespoke and deeply complex custom configurations that impact usability and customer workflows.
Experience with addressing customer escalations and relaying concise but efficient updates to the stakeholders.
Strong analytical and problem-solving skills with the ability to manage critical and complex issues in high-pressure environments
Strong knowledge of Motives Products with a concentration on Compliance Asset and/or Safety.
Excellent troubleshooting skills leveraging log parsing SQL scripting languages and code review where needed.
Experience with hardware devices firmware upgrades change management and related testing practices.
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 etc.
Deep hardware fault analysis skills; identify trends and prevent field failures Root Cause Analysis.
Technical background with preferred qualifications of Computer Science or Engineering is a must.
Motivated individuals with eagerness to learn and go above and beyond.

Creating a diverse and inclusive workplace is one of Motives core values. We are an equal opportunity employer and welcome people of different backgrounds experiences abilities and perspectives.

Please review our Candidate Privacy Noticehere.

UK Candidate Privacy Notice here.

The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations.It is Motives policy to require that employees be authorized to receive access to Motive products and technology.

Required Experience:

Manager

Who we are: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. Combined with...