Technical Account Manager - Enterprise

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 customers. In 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 customer’s environment. You'll 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 You’ll 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 Motive’s 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 We’re 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 Motive’s 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.