Motive - Technical Account Manager (Mid-Market and Commercial)
Requirements
• Minimum 2 years of experience in Technical Support or equivalent account ownership/Support structure. • Minimum 2 years • 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 • 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,and code review where needed etc. • Deep hardware fault analysis skills; identify trends and prevent field failures – Root Cause Analysis. • Technical educational background with preferred qualifications of Computer Science or Engineering or equivalent professional experience. • Motivated individuals with eagerness to learn and go above and beyond.
Responsibilities
• 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 Engineering. • Build/Execute new SQL queries for emerging issues to be used by the teams across Technical Support or 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. • Be accountable for the success metrics of the book of 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. • Participate in on-call rotation; be available outside of normal working hours to facilitate customer upgrades and change management practices.
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