Manager, Technical Account Manager

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Oversee a Tier 2 Technical Support team as part of the Global Support unit.

• Manage team performance, including staffing, scheduling, and escalation processes across various customer segments.

• Mentor and develop Technical Support Engineers and Technical Account Managers.

• Enhance CSAT, SLA, FCR, backlog health, and the quality of escalations.

• Provide coaching to team members through one-on-one sessions, performance evaluations, development plans, and constructive feedback.

• Establish and communicate quarterly objectives and carry out data-driven assessments.

• Collaborate with Workforce Management, Recruiting, and Enablement to recruit, onboard, and train team members.

• Handle high-priority and strategic customer escalations until resolved.

• Take part in the Technical Support Manager On-Call rotation and oversee P0/P1 incidents.

• Advocate for customers to reduce churn.

• Track queue health and backlog; redistribute workload to maintain SLAs.

• Develop and refine SOPs, workflows, routing, escalation criteria, Jira usage, and incident playbooks.

• Identify trends, product deficiencies, training requirements, and process challenges in collaboration with Support Ops and Backline.

• Create and maintain processes for knowledge generation and quality for knowledge bases, documentation, and runbooks.

• Work with Product and Engineering teams to address product issues, influence roadmaps, and relay customer feedback.

• Represent the Technical Support function in cross-departmental reviews.

• Manage weekly and monthly business reviews, dashboards, metrics reporting, insights, risks, and remediation strategies.

• Utilize Salesforce, Tableau, and other business intelligence tools for reporting and informed decision-making.

• Lead initiatives aimed at enhancing supportability, efficiency, and customer experience.

• Direct change management and the implementation of new workflows and tools.

• Serve as the Directly Responsible Individual (DRI) for cross-functional projects.

⛳️ Requirements

• A minimum of 5 years of direct experience managing technical teams in a dynamic, high-volume support environment.

• Proven expertise in handling escalations and incidents, collaborating closely with Product/Engineering, and presenting to senior stakeholders.

• Demonstrated success in building, coaching, and retaining high-performing technical teams.

• Strong understanding of support metrics.

• Proficient in creating and interpreting dashboards using Salesforce, Tableau, and Google Sheets.

• Experience in enhancing support ticketing systems, tools, and processes.

• Exceptional verbal and written communication abilities.

• Capable of conveying complex issues to both technical and non-technical audiences.

• Passion for exploring technical challenges, root causes, reliability, and supportability.

• Able to link customer symptoms to underlying product, data, and workflow issues.

• Excellent time management and prioritization skills.

• Willingness to manage critical cases after hours through on-call or incident response.

• Self-motivated with a history of driving change.

• Preferred: hands-on experience with Salesforce Service Cloud and Tableau.

• Preferred: familiarity with Jira/Confluence and knowledge management practices.

• Preferred: proficiency with GSuite/MS Office.

• Preferred: experience in data analytics.

• Preferred: background in IoT, telematics, fleet management, or related fields.

• Applicants must be authorized to receive and access commodities and technologies regulated under U.S. Export Administration Regulations.

🏝️ Benefits

• We are an equal opportunity employer committed to embracing individuals from diverse backgrounds, experiences, abilities, and perspectives.

• Some interviews or training sessions for new hires may take place in person at one of Motive's global offices.