Motive
1001 - 5000 employees
🚗 Transport
🤖 Artificial Intelligence
🏢 Enterprise
Transport • Artificial Intelligence • Enterprise
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.
Technical Account Manager – Strategy
🕒 May 20
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Motive
1001 - 5000 employees
🚗 Transport
🤖 Artificial Intelligence
🏢 Enterprise
Transport • Artificial Intelligence • Enterprise
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
• 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. • Maintain a macro-level understanding of account business needs and support activities. • Exceed benchmarks for response quality, timeliness, and customer satisfaction. • Operate and drive account health campaigns for your portfolio of customers. • Build internal and external relationships to resolve technical issues across all organizational levels. • Collaborate with Product and Engineering to implement hardware, data, or process fixes with minimal user disruption. • Use data tools to trace inconsistencies and bugs, reporting findings to senior technical teams. • Own end-to-end resolution of escalated cases to ensure a premium customer experience. • Own the troubleshooting, identification, and resolution process for all assigned customer issues. • Monitor upcoming product releases to ensure seamless transitions for customers. • Advocate for customers in Motive beta programs. • Create SQL-based queries to identify and address emerging technical issues. • Participate in rotations and provide off-hours assistance for upgrades and change management.
🎯 Requirements
• 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. • Full professional fluency in spoken and written 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. • 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 Motive’s product suite, specifically focusing on Compliance, Asset, and Safety. • Familiarity with third-party systems, including Transportation Management (TMS) or similar platforms. • Strong understanding of API-based troubleshooting (advanced expertise is a significant plus). • Familiarity with telematics and fleet management solutions, specifically focusing on Compliance, Asset, and Safety. • 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. • Technical degree in Computer Science or Engineering preferred, or equivalent practical experience. • Willingness to participate in an on-call rotation and work outside standard hours to facilitate customer upgrades.
🏖️ Benefits
• Creating a diverse and inclusive workplace • Equal opportunity employer
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