[Hiring] Support Account Manager @Motive

Role Description

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, stalled, and high-priority cases, ensuring no critical issue remains unattended.
• Coordinate closely with Technical Support Specialists (TSSs) and Technical Support Engineers (TSEs) to track progress, unblock issues, and maintain accountability.
• Participate in and help manage escalations, ensuring timely updates and structured resolution.
• Maintain strong case hygiene, including accurate documentation, updates, and closure quality.
• Communicate directly with customers via email and meetings, providing timely updates and setting clear expectations.
• Partner with Account Managers (AMs), TAMs, and cross-functional teams to ensure a seamless support experience.
• Join customer calls and escalation bridges to support coordination and drive resolution.
• Audit closed cases to ensure accuracy, completeness, and quality of resolution.
• Identify trends, risks, and recurring issues within accounts and raise them proactively.
• Lead and execute proactive outreach campaigns on known issues to improve customer experience and reduce reactive support volume.
• Ensure alignment across Support, Engineering, and Account Management teams for assigned accounts.
• Support continuous improvement of support processes and contribute to a better overall customer experience.

Qualifications

• At least one year experience in Technical Support, Customer Support, Account Management, or a similar customer-facing operations role in a fast-paced environment.
• Strong understanding of technology and the ability to interpret technical issues at a functional level.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Strong organizational and multitasking skills, with the ability to manage multiple accounts, competing priorities, and time-sensitive escalations simultaneously.
• Demonstrated customer-focus, ownership, and accountability in managing high-visibility customer issues.
• Strong analytical and problem-solving ability, including the judgment to identify patterns, assess risk, and escalate effectively.
• Comfort working across support systems and business tools such as Salesforce, Jira, Slack, Redash, and spreadsheets for tracking, reporting, and analysis.
• Ability to collaborate effectively with cross-functional partners across Support, Sales, Engineering, and Product teams.
• Strong communication skills and the ability to communicate professionally in written, live, and customer-facing settings.
• Demonstrated troubleshooting mindset, including the ability to gather relevant details, identify patterns, isolate issues, and drive structured next steps in ambiguous situations.
• Strong case management discipline, including timely follow-up, accurate documentation, SLA and SOPs awareness, and clear customer-facing communication.
• Ability to remain calm under pressure, manage escalations professionally, and collaborate effectively across teams to resolve high-impact customer issues.
• Continuous learning mindset with the ability to ramp quickly on new products, support workflows, and technical concepts.
• Rotational shift flexibility.

Benefits

• 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.