Technical Account Manager - Strategic

The role

This person will provide strategic technical leadership and white-glove service to premier customers. They will manage account health, resolve complex technical challenges, and act as a bridge between customers and internal product and engineering teams.

What you will do

• 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.
• Use data tools to trace inconsistencies and bugs, reporting findings to senior technical teams.
• Own end-to-end resolution of escalated cases.

Required qualifications

• 1 to 2 years of experience in Technical Support
• 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.
• Advanced analytical skills to trace complex issues across hardware, APIs, and databases using SQL and log parsing.
• 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 analytical skills with the ability to manage critical escalations in high-pressure environments.
• 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.

Nice to have

• Bachelors degree in Computer Science or Engineering
• Advanced expertise in API-based troubleshooting
• Familiarity with telematics and fleet management solutions, specifically focusing on Compliance, Asset, and Safety

Before you apply

• The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations.
• Depending on role and location, candidates may be required to execute a non-compete covenant.

About the company

Motive builds technology using the latest advancements in AI and computer vision to improve the safety and efficiency of businesses with vehicles. The platform serves nearly 100,000 customers across various industries.