Technical Account 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 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.

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About the Role:

Motive is seeking an experienced Senior Technical Account Manager (TAM) to join our Global Technical Support organization providing white-glove service and strategic technical leadership to our premier this role you will bridge the gap between relationship management and high-level problem solving proactively auditing account health while mentoring Technical Support Engineers within your segment.

You will serve as a strategic partner to your customers overseeing environment health through feature consultations expedited escalations and tailored training recommendations. With a relentless focus on root-cause analysis you excel at resolving obscure technical challenges and translating those findings into actionable insights. By championing the customers voice across Support Product and Engineering you will directly influence technical requirements and drive process improvements that redefine the customer experience.

What Youll Do:

• Account Ownership: Serve as the primary technical point of contact for Strategic Enterprise and Mid-Market accounts. Build and maintain proactive partnerships with technical contacts at assigned accounts. Create maintain and improve account-specific technical documentation.
• Strategic Oversight: Maintain a macro-level understanding of account business needs and support activities.
• Performance Standards: Exceed benchmarks for response quality timeliness and customer satisfaction.
• Proactive Programs: Operate and drive account health campaigns for your portfolio of customers.
• Relationship Management: Build internal and external relationships to resolve technical issues across all organizational levels.
• Technical Problem Solving: Collaborate with Product and Engineering to implement hardware data or process fixes with minimal user disruption.
• Root Cause Analysis: Use data tools to trace inconsistencies and bugs reporting findings to senior technical teams.
• Case Management: Own end-to-end resolution of escalated cases to ensure a premium customer experience.
• Issue Lifecycle Management: Own the troubleshooting identification and resolution process for all assigned customer issues.
• Release Readiness: Monitor upcoming product releases to ensure seamless transitions for customers. Advocate for customers in Motive beta programs.
• Query Development: Create SQL-based queries to identify and address emerging technical issues.
• On-Call Support: Participate in rotations and provide off-hours assistance for upgrades and change management.

What Were Looking For:

Professional Experience & Performance

• 1 to 2 years of experience in Technical Support with a permanent employment status.
• Demonstrated history as an exceptional performer with a proactive above and beyond mindset.

Communication & Collaboration

• Full professional fluency in spoken and written Spanish and English.
• Exceptional communication skills across all mediums (written live chat video conference and in-person).
• Ability to provide concise high-impact updates to stakeholders and senior engineering teams during escalations.
• A collaborative partner capable of working effectively in a professional cross-functional environment.

Technical Expertise

• Advanced analytical skills to trace complex issues across hardware APIs and databases using tools like SQL and log parsing to identify root causes and implement scalable proactive solutions.
• Systems & Infrastructure: Experience managing hardware fault analysis firmware upgrades and change management practices.
• Deep familiarity with Motives product suite specifically focusing on Compliance Asset and Safety.
• Integrations: Familiarity with third-party systems including Transportation Management (TMS) or similar platforms.
• API Proficiency: Strong understanding of API-based troubleshooting (advanced expertise is a significant plus).
• Domain Knowledge (Desirable): Familiarity with telematics and fleet management solutions specifically focusing on Compliance Asset and Safety.

Strategic Problem Solving

• Ability to identify technical trends and implement solutions that prevent field failures.
• Experience evaluating bespoke highly complex custom configurations and their impact on user workflows.
• Strong analytical skills with the ability to manage critical escalations in high-pressure environments.

Education & Availability

• Background: Technical degree in Computer Science or Engineering preferred or equivalent practical experience.
• Flexibility: Willingness to participate in an on-call rotation and work outside standard hours to facilitate customer upgrades.

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.

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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.