Manager, Technical Account Manager

The posting, as Motive wrote it

Who we are

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About the Role

We are looking for an experienced Manager of Technical Account Manager team, leading a Tier 2 Technical Support organization within our Global Support team. In this role, you will own overall team performance, staffing, scheduling, and escalation management across one or more customer segments (e.g., SMB, MMC, ENT/STRAT).

You will lead and develop teams of Technical Support Engineers and Technical Account Managers, drive CSAT, SLA, FCR, backlog health, and escalation quality, and act as a key partner to Product, Engineering, Sales, and Customer Success. This role is both operational and strategic, ideal for someone who enjoys being close to the work while also driving org-level improvements in processes, tooling, and customer experience, and delivering progressive impact across cross-functional teams.

What You’ll Do

• Own performance, staffing, and scheduling for your pods ensuring coverage, readiness, and consistent delivery against agreed SLAs and KPIs.
• Provide day-to-day leadership and coaching: regular 1:1s, performance reviews, development plans, and ongoing feedback to build a high-performing, accountable team.
• Set and cascade quarterly goals for your teams aligned with Technical Support and company objectives; run regular reviews and course-correct using data.
• Partner with Workforce Management, Recruiting, and Enablement to hire, onboard, and ramp new team members, ensuring they are effective within their first 30–60 days.
• Serve as the top-line escalation owner for high-priority and strategic customer cases, leading triage, staffing/swarms, and communication through to resolution.
• Participate in and help run the Technical Support Manager On-Call rotation, acting as incident manager during off-hours for P0/P1 events and driving post-incident reviews and follow-ups.
• Advocate for customers in internal forums, ensuring we understand impact, protect ARR at risk, and minimize churn through proactive communication and follow-through.
• Monitor queue health and backlog across your segments, intervening early on aging or at-risk cases and rebalancing work to protect SLAs and customer outcomes.
• Build, implement, and continuous

[…]
y tasks without dropping the ball.

• Flexible to handle critical cases after hours as needed (on-call / incident response).
• Self-starter with a track record of leading change, not just maintaining the status quo.

Preferred Qualifications

• Hands-on experience with Salesforce Service Cloud (case management, reports, dashboards) and Tableau (or similar BI tools).
• Familiarity with Jira/Confluence and knowledge management practices.
• Comfort with GSuite/MS Office for reporting, documentation, and presentations.
• Experience in data analytics (e.g., slicing support data to identify trends, trial outcomes, or at-risk cohorts).
• Prior experience in IoT, telematics, fleet management, or similar domains is a plus.

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

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The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.

Regarding US-based roles, depending on your role and primary work location, Motive Technologies, Inc. (“Employer”) discloses candidates may be required to execute a non-compete covenant with the Employer. This requirement does not apply to lawyers, interns, or employees working in CA, MN, MT, ND, OK, or where otherwise prohibited by law.

Non-compete covenant terms in all other jurisdictions will be subject to the applicable statutory requirements, including but not limited to, procedures, industry related prohibitions, or salary and compensation thresholds.

All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.