Support Account Manager

10 hours, 21 minutes ago
Full-time
Junior
Customer and Technical Support
Motive

Motive

Motive (ex KeepTruckin) provides AI dashcams, ELD compliance, GPS tracking, and fleet management solutions to over 120,000 businesses in the physical economy, enhancing safety, productivity, and profitability.

Road & Rail
1K-5K
Founded 2011
$567M raised

Description

  • Act as the primary support contact for a portfolio of assigned customer accounts.
  • Own end-to-end case management, including ownership, next steps, documentation, and resolution progress.
  • Monitor open, pending, aging, stalled, high-priority, and recently closed cases.
  • Coordinate with Technical Support Specialists, Technical Support Engineers, Account Managers, TAMs, and cross-functional teams.
  • Manage escalations, customer calls, and escalation bridges to drive timely resolution.
  • Communicate with customers through email and meetings to provide updates and set expectations.
  • Audit closed cases for accuracy, completeness, and resolution quality.
  • Identify account trends, risks, and recurring issues and lead proactive outreach campaigns.
  • Maintain alignment across Support, Engineering, Product, Sales, and Account Management.
  • Contribute to support process improvements and a stronger customer experience.

Requirements

  • At least 1 year of experience in Technical Support, Customer Support, Account Management, or a similar customer-facing operations role.
  • Understanding of technology and ability to interpret technical issues at a functional level.
  • Excellent written and verbal communication skills for technical and non-technical audiences.
  • Strong organization and multitasking skills across multiple accounts and time-sensitive escalations.
  • Demonstrated customer focus, ownership, accountability, and problem-solving ability.
  • Experience identifying patterns, assessing risks, troubleshooting, and escalating issues effectively.
  • Proficiency with tools such as Salesforce, Jira, Slack, Redash, and spreadsheets.
  • Ability to collaborate across Support, Sales, Engineering, and Product teams.
  • Strong case-management discipline, including follow-up, documentation, SLA and SOP awareness.
  • Ability to remain calm under pressure, learn new products quickly, and work rotational shifts.

Benefits

  • Inclusive workplace and equal opportunity employment.
  • Some interviews or new-hire training sessions may be held in person at global offices.
  • Employment requires authorization to access Motive products and technology subject to U.S. export regulations.

Interested in this position?

Apply directly on the company website

Apply Now

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