Technical Account Manager - Strategy
Provides strategic technical account ownership for premier customers, resolving complex escalations across hardware, APIs, and databases while driving account health and customer advocacy. Requires 1–2 years of technical support experience, strong communication, analytical skills, and SQL-based troubleshooting.
About the job
Responsibilities
- Serve as the primary technical point of contact for Strategic, Enterprise, and Mid-Market accounts.
- Build proactive partnerships with customer technical contacts and maintain account-specific technical documentation.
- Maintain a macro-level understanding of account business needs and support activity.
- Drive account-health campaigns and exceed response-quality, timeliness, and customer-satisfaction benchmarks.
- Build internal and external relationships to resolve technical issues across organizational levels.
- Collaborate with Product and Engineering on hardware, data, and process fixes with minimal user disruption.
- Perform root-cause analysis using data tools, log parsing, and SQL-based queries.
- Own end-to-end resolution of escalated cases and the full troubleshooting and issue-resolution lifecycle.
- Monitor product releases, support customer transitions, and advocate for customers in beta programs.
- Participate in on-call rotations and provide off-hours support for upgrades and change management.
Requirements
- 1–2 years of experience in technical support in a permanent employment role.
- Exceptional performance and a proactive, above-and-beyond mindset.
- Full professional fluency in spoken and written English.
- Exceptional written and verbal communication skills, including live chat, video conferences, and in-person communication.
- Ability to provide concise, high-impact escalation updates to stakeholders and senior engineering teams.
- Collaborative experience in a professional, cross-functional environment.
- Advanced analytical skills for tracing complex issues across hardware, APIs, and databases.
- Experience with hardware fault analysis, firmware upgrades, and change management.
- Familiarity with Motive’s Compliance, Asset, and Safety products.
- Familiarity with third-party systems such as Transportation Management Systems (TMS) or similar platforms.
- Strong understanding of API-based troubleshooting.
- Willingness to participate in on-call rotations and work outside standard hours for customer upgrades.
Nice-to-haves
- Technical degree in Computer Science or Engineering, or equivalent practical experience.
- Familiarity with telematics and fleet management solutions.
- Advanced API troubleshooting expertise.
- Experience evaluating complex custom configurations and their effects on user workflows.
- Experience identifying technical trends and implementing preventative solutions.
Skills
SQL, Log Parsing, APIs, Databases, Hardware Fault Analysis, Firmware, Change Management, Transportation Management Systems, Telematics, Fleet Management, Root Cause Analysis, Data Analysis
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