Technical Account Manager – Enterprise

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

📋 Description

• Deliver exceptional service, technical assistance, and high-level communications to clients.

• Actively evaluate a portfolio of strategic, enterprise, and mid-market accounts.

• Address escalated technical support inquiries, manage issue escalation, suggest training, and relay procedural and status updates.

• Identify solutions for technical challenges involving data, hardware, or processes while reducing user disruption.

• Examine errors and bugs, pinpoint root causes, trace data discrepancies, and communicate findings to the Engineering team.

• Construct and execute SQL queries for emerging issues and account problem analysis.

• Function as the main technical liaison for designated accounts.

• Take ownership of success metrics for the designated account portfolio.

• Coordinate comprehensive resolution of client issues and deliver an unmatched support experience.

• Achieve or surpass standards for response quality, promptness, and customer satisfaction.

• Establish and nurture relationships with technical contacts at assigned customers.

• Collect updates on upcoming releases to guarantee a smooth customer experience.

• Oversee support operations for assigned accounts at a strategic level.

• Develop, adhere to, and enhance account-specific documentation.

• Participate in on-call rotations and assist with customer upgrades and change management outside of regular working hours.

• Collaborate with Product, Engineering, and other teams to refine product requirements, enhancements, processes, and industry best practices.

⛳️ Requirements

• A minimum of 2 years of experience in Technical Support or equivalent account management/support structure.

• Exceptional customer communication abilities in written, live chat, conference call, and face-to-face formats.

• Experience in evaluating bespoke and highly intricate custom configurations that affect usability and customer workflows.

• Proficiency in managing customer escalations and providing clear, efficient updates to stakeholders.

• Robust analytical and problem-solving skills; adept at managing critical and complex issues in high-pressure situations.

• Familiarity with hardware devices, firmware upgrades, change management, and associated testing practices.

• Experience with third-party integrations such as Transportation Management or Fleet Maintenance systems.

• Knowledge of advanced troubleshooting techniques utilizing APIs, Python, DataDog, SQL, and code reviews.

• Strong skills in hardware fault analysis, trend identification, field-failure prevention, and root-cause analysis.

• Technical educational background; a degree in Computer Science or Engineering or equivalent professional experience is preferred.

• Authorization to receive and access commodities and technologies regulated under U.S. Export Administration Regulations.

• Highly motivated individuals with a strong desire to learn and exceed expectations.

🏝️ Benefits

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