Manager, Technical Account Manager

🔥 1 minute ago

🇵🇰 Pakistan – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧑‍🔧 Technical Account Manager

👻 Ghost score 10%

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Motive

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📦 Logistics

🏗️ Construction

🍽️ Food & Beverage

Logistics • Construction • Food & Beverage

Motive is a company that provides an integrated operations platform designed to enhance the safety, productivity, and profitability of fleet management and operations. Utilizing cutting-edge AI technology, Motive offers solutions such as driver safety monitoring, fleet management, equipment monitoring, and spend management. These services provide unparalleled visibility into vehicles and equipment, automate workflows, reduce costs, and improve efficiency for industries like construction, oil & gas, public sector, food & beverage, and logistics. Motive is recognized as a leader in fleet management and empowers companies to maximize their operational potential with innovative solutions.

📋 Description

• Lead a Tier 2 Technical Support organization within the Global Support team • Own team performance, staffing, scheduling, and escalation management across customer segments • Lead and develop Technical Support Engineers and Technical Account Managers • Drive CSAT, SLA, FCR, backlog health, and escalation quality • Coach team members through 1:1s, performance reviews, development plans, and feedback • Set and cascade quarterly goals and conduct data-driven reviews • Partner with Workforce Management, Recruiting, and Enablement to hire, onboard, and ramp team members • Own high-priority and strategic customer escalations through resolution • Participate in the Technical Support Manager On-Call rotation and manage P0/P1 incidents • Advocate for customers and minimize churn • Monitor queue health and backlog; rebalance work to protect SLAs • Build and improve SOPs, workflows, routing, escalation criteria, Jira usage, and incident playbooks • Identify trends, product gaps, training needs, and process friction with Support Ops and Backline • Establish knowledge creation and quality processes for knowledge bases, documentation, and runbooks • Partner with Product and Engineering to resolve product issues, influence roadmaps, and communicate customer feedback • Represent Technical Support in cross-functional reviews • Own weekly and monthly business reviews, dashboards, metrics reporting, insights, risks, and remediation plans • Use Salesforce, Tableau, and other BI tools for reporting and decision-making • Lead strategic supportability, efficiency, and customer-experience projects • Drive change management and rollout of new workflows and tools • Act as DRI for cross-functional initiatives

🎯 Requirements

• 5+ years directly managing technical teams in a fast-paced, high-volume support environment • Demonstrated experience managing escalations and incidents, working closely with Product/Engineering, and presenting to senior stakeholders • Proven track record of building, coaching, and retaining high-performing technical teams • Strong command of support metrics • Ability to build and interpret dashboards using Salesforce, Tableau, and Google Sheets • Experience improving support ticketing systems, tools, and processes • Excellent verbal and written communication skills • Ability to explain complex issues to technical and non-technical audiences • Passion for investigating technical problems, root cause, reliability, and supportability • Ability to connect customer symptoms to underlying product, data, and workflow issues • Excellent time management and prioritization • Flexibility to handle critical cases after hours through on-call or incident response • Self-starter with a track record of leading change • Preferred: hands-on Salesforce Service Cloud and Tableau experience • Preferred: familiarity with Jira/Confluence and knowledge management practices • Preferred: comfort with GSuite/MS Office • Preferred: data analytics experience • Preferred: experience in IoT, telematics, fleet management, or similar domains • Applicant must be authorized to receive and access commodities and technologies controlled under U.S. Export Administration Regulations

🏖️ Benefits

• Equal opportunity employer welcoming people of different backgrounds, experiences, abilities and perspectives • Some interviews or new-hire training sessions may be held in person at one of Motive's global offices

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