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Motive is seeking a Support Account Manager to join its Global Technical Support organization. You will serve as a key coordination point between customers and internal teams, ensuring visibility, progress, and timely resolution of support cases.
In this role, you will proactively manage a portfolio of customer accounts by monitoring case health, driving accountability, and maintaining clear communication. You will work closely with Technical Support Engineers, Technical Account Managers, Account Managers, and cross-functional teams to ensure issues progress, escalations are handled effectively, and critical cases receive attention.
Key responsibilities include:
- Acting as the primary support contact for assigned customer accounts
- Owning end-to-end case management with clear ownership and defined next steps
- Monitoring all open, pending, and recently closed cases for full visibility into account health
- Proactively identifying and following up on aging, stalled, and high-priority cases
- Coordinating with Technical Support Specialists and Engineers to track progress and maintain accountability
- Managing escalations with timely updates and structured resolution
- Maintaining strong case hygiene through accurate documentation and updates
- Communicating directly with customers via email and meetings with timely updates and clear expectations
- Partnering with Account Managers, TAMs, and cross-functional teams for seamless support
- Joining customer calls and escalation bridges to support coordination
- Auditing closed cases for accuracy, completeness, and resolution quality
- Identifying trends, risks, and recurring issues within accounts
- Leading proactive outreach campaigns on known issues
- Supporting continuous improvement of support processes
Motive is a Forbes Cloud 100 company that empowers people running physical operations with tools to make work safer, more productive, and more profitable. The platform serves nearly 100,000 customers across transportation, logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and public sector.
Requirements:
- At least one year of experience in Technical Support, Customer Support, Account Management, or similar customer-facing operations role in a fast-paced environment
- Strong understanding of technology and ability to interpret technical issues at a functional level
- Excellent written and verbal communication skills; ability to explain technical concepts to both technical and non-technical audiences
- Strong organizational and multitasking skills; ability to manage multiple accounts, competing priorities, and time-sensitive escalations
- Demonstrated customer focus, ownership, and accountability in managing high-visibility issues
- Strong analytical and problem-solving ability with judgment to identify patterns, assess risk, and escalate effectively
- Comfort working with support systems and business tools (Salesforce, Jira, Slack, Redash, spreadsheets)
- Ability to collaborate effectively across Support, Sales, Engineering, and Product teams
- Demonstrated troubleshooting mindset with ability to gather details, identify patterns, isolate issues, and drive structured next steps
- Strong case management discipline including timely follow-up, accurate documentation, SLA/SOP awareness
- Ability to remain calm under pressure and manage escalations professionally
- Continuous learning mindset with ability to ramp quickly on new products and technical concepts
- Rotational shift flexibility required
