Motive - Senior Technical Account Manager - Strategy
Requirements
• Minimum 2 to 4+ years of experience in Technical Support with increasing responsibility. • Have a good understanding of the Global Mid-Market/ Strategic/Enterprise market and preferably have hands-on experience in providing them a white-glove customer experience. • Proven experience with handling routine change management requests directly reported from the end user – data change, bug fix, consultation etc. • Proven ability to deep dive technical problems and diagnose the underlying issues. • Experience with doing code reviews for custom configurations for end users by thoroughly analyzing the dependencies utilizing the CMDB/centralized database. • Excellent expertise with Root Cause Analysis by using 5 Whys, Fishbone Diagram or Chronological Timeline. • Strong analytical and problem-solving skills with the ability to manage critical and complex issues in high-pressure environments • Proven track record of using and implementing programming languages for issue analysis – Python, C/C++, Java etc. • Ability to analyze data and identify areas of improvement both in service and product by utilizing SQL. • 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. • Technical background with preferred qualifications of Computer Science or Engineering is a must. • Motivated individuals with eagerness to learn and go above and beyond. • Fluent in spoken and written English. • Team player and can work in a professional environment. • Expertise with APIs – bonus skillset.
Responsibilities
• In this role, you will be adept at both building relationships and resolving issues at all levels within Technical Support. • Serve as the senior subject matter expert responsible for troubleshooting, diagnosing, and act as the senior escalation point and subject matter expert for complex, high-impact technical issues faced by enterprise clients, driving resolution for cases that go beyond standard TSE expertise. • Collaborate extensively with Product, Engineering, Escalations, and specialized support teams to address product-level defects, ensure technical alignment, and expedite escalated case resolution for enterprise accounts. • Build, foster and maintain relationships with your accounts by proactively monitoring their account and providing them timely updates. • Build SQL based queries for proactive identification of device health and monitoring. • End-to-end ownership of the most critical customer issues/escalations including initial troubleshooting, identification of root cause, and issue resolution. • Build a strong working relationship with the Account Management team to manage and set the customer expectations accordingly by focusing on customer satisfaction. • Providing feedback to Product teams on common or emerging issues proactively to mitigate potential customer escalations. • Be the architect of the account level documentation by ensuring its adaptation. • Personalizing customer experience by strengthening customer relationships. • Train, coach and provide consultations to your direct team (Technical Support Engineers and TAMs). • Ensure thorough process and SLA (Service Level Agreement) adherence during multi-channel enterprise support operations, including ownership of urgent, after-hours escalations as required. • Participate in on-call rotation; be available outside of normal working hours to facilitate customer upgrades and change management practices.
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