Manager, Technical Account Manager

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 continuously improve SOPs, workflows, and internal processes (case routing, escalation criteria, TSSD/Jira usage, incident playbooks) to drive consistency and efficiency.

- Partner with Support Ops and Backline to identify, monitor, and act on trends (bugs, product gaps, training needs, process friction), turning them into clear action plans.

- Set expectations and review mechanisms for knowledge creation and quality (KB, internal docs, runbooks), ensuring learnings from escalations and incidents are codified and reused.

- Act as a key partner to Product and Engineering, collaborating to resolve core product issues, influence roadmaps, and close the 360° feedback loop from customers back into R&D.

- Represent Technical Support in cross-functional reviews (with Product, Engineering, CS, Sales), clearly communicating problem statements, impact, and required actions.

- Own weekly and monthly business reviews for your area: build and interpret dashboards, report on CSAT/FCR/SLA/backlog/escalatio