Technical Account Manager at Gomotive

Gomotive

United States - Buffalo, New York·4d ago

ManagerFull-timePythonGoAI

Salary Range

$81,600 - $110,400 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

Motive is seeking an experienced Technical Account Manager to join our Global Technical Support organization. This role involves providing white-glove service, technical support, and executive-level communications to customers. The Technical Account Manager will focus on building relationships and resolving issues, ensuring a seamless customer experience.

Key Responsibilities

→Provide white-glove service, technical support, and executive-level communications to customers
→Proactively review a group of customers and provide coaching and assistance to Technical Support Engineers
→Resolve technical issues with minimal user disruption by collaborating with Product and Engineering teams
→Investigate and determine root causes of errors/bugs
→Build new SQL-based queries for emerging issues
→Be the primary technical point of contact for a group of Motive’s Strategic/Enterprise/Mid Market Accounts
→Own or orchestrate the resolution of cases and provide an unparalleled support experience
→Take end-to-end ownership of assigned customer issues
→Build and maintain strong relationships with technical contacts at assigned customers
→Proactively gather updates on upcoming releases
→Ensure specific account documentations are created, followed, and improved
→Work in close liaison with cross-functional departments to resolve bugs and data change requests
→Participate in on-call rotation

Requirements

✓Minimum 3 years of experience in Technical Support
✓Excellent customer communication skills
✓Experience with complex custom configurations
✓Experience with addressing customer escalations
✓Strong analytical and problem-solving skills
✓Strong knowledge of Motive’s Products with a concentration on Compliance, Asset and/or Safety
✓Excellent troubleshooting skills
✓Experience with hardware devices, firmware upgrades, and change management
✓Experience with Third Party integrations
✓Familiarity with advanced troubleshooting techniques
✓Deep hardware fault analysis skills
✓Technical background with preferred qualifications of Computer Science or Engineering
✓Motivated individuals with eagerness to learn
✓Team player and can work in a professional environment
✓On-Call rotation flexibility