Technical Account Manager (Mid-Market and Commercial)

The role

The Technical Account Manager provides technical support and executive-level communications to a book of accounts. You will proactively review accounts and reactively resolve escalated technical support cases by collaborating with engineering and product teams.

What you will do

• Determine how to resolve technical issues by collaborating with Product and Engineering teams.
• Investigate and determine root cause of errors and bugs.
• Build and execute new SQL queries for emerging issues.
• Act as the primary technical point of contact for Strategic, Enterprise, and Mid Market Accounts.
• Be accountable for the success metrics of the book of accounts.
• Own or orchestrate the resolution of cases.
• Take end-to-end ownership of assigned customer issues.
• Meet or exceed customer expectations on response quality and timeliness.
• Build, foster and maintain strong relationships with technical contacts at assigned customers.
• Ensure specific account documentations are created, followed and improved.

Required qualifications

• Minimum 2 years of experience in Technical Support or equivalent account ownership/Support structure.
• Excellent customer communication skills in written, live chat, conference calls, and in-person.
• Experience assessment of bespoke and deeply complex custom configurations.
• Experience with addressing customer escalations and relaying updates to stakeholders.
• Strong analytical and problem-solving skills.
• 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.
• Familiarity with advanced troubleshooting techniques that utilize APIs, Python, Data Dog, SQL, and code review.
• Deep hardware fault analysis skills.
• Technical educational background.

Nice to have

• Computer Science or Engineering or equivalent professional experience

About the company

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. The Motive platform uses industry leading AI to provide visibility and control for various industries.