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.
Responsibilities
Account Ownership: 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.
Strategic Oversight: Maintain a macro-level understanding of account business needs and support activities.
Performance Standards: Exceed benchmarks for response quality, timeliness, and customer satisfaction.
Proactive Programs: Operate and drive account health campaigns for your portfolio of customers.
Relationship Management: Build internal and external relationships to resolve technical issues across all organizational levels.
Technical Problem Solving: Collaborate with Product and Engineering to implement hardware, data, or process fixes with minimal user disruption.
Root Cause Analysis: Use data tools to trace inconsistencies and bugs, reporting findings to senior technical teams.
Case Management: Own end-to-end resolution of escalated cases to ensure a premium customer experience.
Issue Lifecycle Management: Own the troubleshooting, identification, and resolution process for all assigned customer issues.
Release Readiness: Monitor upcoming product releases to ensure seamless transitions for customers. Advocate for customers in Motive beta programs.
Query Development: Create SQL-based queries to identify and address emerging technical issues.
On-Call Support: Participate in rotations and provide off-hours assistance for upgrades and change management.
Qualifications
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
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