Description:
Motive is seeking an experienced Senior Technical Account Manager (TAM) to join our Global Technical Support organization, providing white-glove service and strategic technical leadership to our premier customers. In this role, you will bridge the gap between relationship management and high-level problem solving, proactively auditing account health while mentoring Technical Support Engineers within your segment.
You will serve as a strategic partner to your customers, overseeing environment health through feature consultations, expedited escalations, and tailored training recommendations. With a relentless focus on root-cause analysis, you excel at resolving obscure technical challenges and translating those findings into actionable insights. By championing the customer’s voice across Support, Product, and Engineering, you will directly influence technical requirements and drive process improvements that redefine the customer experience.
What You’ll Do
- 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.
What We’re Looking For Professional Experience & Performance
- 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.