Technical Account Manager

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Motive is looking for an experienced Senior Technical Account Manager (TAM) to join our Global Technical Support organization to provide white‑glove service, technical support, and executive‑level communications to our customers. In this role, you will be adept at both building relationships and resolving issues. As a Technical Account Manager, your workday is focused on a proactive review of a group of customers along with providing coaching and assistance to Technical Support Engineers for customers in your assigned segment.

Additionally, you will be proactively working on technical support cases, upcoming feature consultation, issue escalation, training recommendations, and communicating procedural and status updates on the customer’s environment. You'll excel at solving problems quickly and efficiently and have a keen focus on finding a root cause to even the most obscure problem. You act as the customer advocate as you work closely with engineering, product management, and other key areas to innovate and improve performance around product requirements, enhancements, process improvements, and industry best practices.

This role is onsite in the Buffalo, NY office.

• Build resolve issues at all levels within Technical Support.
• Determine how to resolve technical issues – what changes need to be made to underlying data/hardware/process and how to apply them with minimal user disruption by collaborating with Product and Engineering teams.
• Investigate and determine root cause of errors/bugs – use data and tools to trace the origin of data inconsistencies and bugs and report them to Senior TAMs/Backline Support Engineering/Engineering.
• Build new SQL‑based queries for emerging issues to be used by support teams across Technical Support.
• Serve as the primary technical point of contact for a group of Motive’s Strategic/Enterprise/Mid‑Market Accounts.
• Own or orchestrate the resolution of cases, help build strong partnerships, and provide an unparalleled support experience for assigned or escalated customers.
• Take end‑to‑end ownership of assigned customer issues, including initial troubleshooting, identification of root cause, and issue resolution.
• Meet or exceed customer expectations on response quality, timeliness, and overall customer experience.
• Build, foster and maintain strong relationships with technical contacts at assigned customers.
• Proactively gather updates on upcoming releases to ensure a seamless customer experience.
• Understand the core business of the assigned accounts and oversee all Support activities on a macro level, at all levels of Support.
• Ensure specific account documentations are created, followed and improved.
• Work in close liaison with other cross‑functional departments (Prod/Eng) to resolve bugs and data change requests.
• Participate in on‑call rotation; be available outside of normal working hours to facilitate customer upgrades and change management practices.

• Minimum 3 years of experience in Technical Support.
• Excellent customer communication skills in a variety of forms (written, live chat, conference calls, in‑person).
• Experience assessing bespoke and deeply complex custom configurations that impact usability and customer workflows.
• Experience with addressing customer escalations and relaying concise but efficient updates to stakeholders.
• Strong analytical and problem‑solving skills with the ability to manage critical and…