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Motive empowers organizations running physical operations with a unified platform for safety, operations, and finance management. The company serves nearly 100,000 customers across transportation, logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and public sector.
As an Account Support Analyst in Order Management, you will be a critical liaison between the Sales team and internal departments, ensuring a smooth quote-to-cash process. You'll serve as the primary point of contact for Order Management for Mid-Market Account Managers, providing expert support from initial quoting through final delivery and beyond.
Key responsibilities include:
• Managing the end-to-end Quote-to-Cash (Q2C) process and providing hands-on CPQ (Configure, Price, Quote) assistance to Account Managers. Troubleshoot technical errors and ensure quotes and orders accurately reflect customer specifications.
• Supporting Vendor Finance deals, account audits, account transfers, and mergers while maintaining data accuracy across systems.
• Managing orders, open shipment queries, and replacement requests. Work directly with customers to resolve order and shipment issues, and support replacement sales order creation.
• Acting as the main point of contact for Mid-Market Account Managers, providing direct support on Order Management-related queries.
• Collaborating with Finance, Fulfillment, Customer Support, and cross-functional teams to ensure seamless end-to-end order processes. Proactively identify and resolve potential issues to prevent delays and improve efficiency.
• Ensuring customer and order information is accurately entered and maintained in CRM systems such as Salesforce and Zuora. Follow team SOPs and keep all records updated in a timely manner.
Requirements:
• Educational Background: Graduate in Business Management disciplines, preferably Finance, Business Management, Economics, or Supply Chain.
• Relevant Experience: 4+ years of prior experience in customer-facing operations or similar support-focused roles preferred.
• Technical Acumen: Strong understanding of the quote-to-cash process and customer delivery lifecycle.
• Communication Skills: Excellent verbal and written communication, with ability to effectively liaise with internal stakeholders, Account Managers, leadership, and external customers.
• Attention to Detail: Meticulous and highly organized, with focus on accuracy and consistency when handling high volumes of work.
• Problem-Solving: Ability to proactively identify root causes and find creative, effective solutions.
• Adaptability: Proven ability to thrive in fast-paced, high-volume environments and manage multiple priorities simultaneously.
• System Proficiency: Proficiency with CRM systems (preferably Salesforce) and tools such as Google Sheets and Zuora.
• Proactive Management: Highly organized with ability to stay on top of customer lifecycle events, follow up consistently, and ensure processes complete successfully.
• Prioritization & Multitasking: Ability to effectively prioritize and manage multiple tasks simultaneously while maintaining accuracy in high-volume workloads.
