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.
Who We Are:
Motive builds technology using the latest advancements in AI and computer vision to improve the safety and efficiency of businesses with vehicles. Over one million drivers and 100,000 companies across every industry trust Motive’s integrated platform to power their operations, prevent accidents and reduce costs.
At Motive, we see our hard work rewarded in tangible ways every day, and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to save lives on the road while impacting and improving every facet of multiple trillion-dollar industries that keep our physical economy moving. Motive is proud to be a Forbes Cloud 100 company, Forbes Best Startup Employer 2020, and an Inc Magazine Best Place to Work.
About the Role:
Motive is looking for an experienced Support Account Manager (SAM) to join our Global Technical Support organization to deliver a seamless and high-quality support experience for our customers. In this role, you will act as a key point of coordination across customers and internal teams, ensuring visibility, progress, and timely resolution of support cases.
As a Support Account Manager, your day-to-day work is centered around proactively managing a portfolio of customer accounts by monitoring case health, driving accountability, and maintaining clear and consistent communication. You will work closely with Technical Support Engineers (TSEs), Technical Account Managers (TAMs), Account Managers (AMs), and cross-functional teams to ensure issues are progressing, escalations are handled effectively, and no critical case is left unattended.
You will be responsible for maintaining strong case hygiene, tracking aging or stalled issues, and ensuring each case has clear ownership, defined next steps, and continuous momentum toward resolution. In addition, you will engage directly with customers through emails and meetings to provide updates, set expectations, and ensure confidence in the support process.
The ideal candidate is highly organized, detail-oriented, and thrives in a fast-paced environment. You are proactive in identifying risks, diligent in follow-ups, and focused on driving outcomes. You bring a strong sense of ownership and accountability, ensuring that customer issues are not just addressed, but effectively managed end-to-end.
As a customer advocate, you will collaborate with internal teams including Support, Engineering, and Product to surface trends, improve processes, and enhance the overall support experience.
What You’ll Do:
- Act as the primary support point of contact for a portfolio of assigned customer accounts.
- Own and drive end-to-end case management, ensuring clear ownership, defined next steps, and continuous progress.
- Monitor all open, pending, and recently closed cases to maintain full visibility into account health
- Proactively identify and follow up on aging, sta
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