Manager, Technical Account Manager

About the role

Motive is looking for an experienced Manager of Technical Account Managers to lead a Tier 2 Technical Support organization within its Global Support team. You will own team performance, staffing, scheduling and escalation management across one or more customer segments (e.g. SMB, MMC, ENT/STRAT), and act as a key partner to Product, Engineering, Sales and Customer Success.

Key responsibilities

• Own performance, staffing and scheduling, and coach teams through 1:1s, performance reviews and development plans
• Set and cascade quarterly goals, and partner with Workforce Management, Recruiting and Enablement to ramp new hires within 30-60 days
• Act as escalation owner for high-priority cases, and serve as incident manager during off-hours for P0/P1 events
• Advocate for customers internally to protect ARR at risk and minimize churn
• Monitor queue health and backlog, and improve SOPs, workflows and incident playbooks
• Partner with Support Ops and Backline on bugs, product gaps and training needs, and set expectations for knowledge creation
• Work with Product and Engineering to resolve core issues and influence roadmaps
• Own weekly and monthly business reviews, reporting on CSAT, FCR, SLA and backlog, and lead reporting with SFDC, Tableau and other BI tools
• Lead change management and strategic projects that improve supportability and customer experience

Required profile

• 5+ years directly managing technical teams in a fast-paced, high-volume support environment
• Experience managing escalations and incidents, presenting to senior stakeholders (QBRs, MBRs, incident reviews)
• Track record of building, coaching and retaining technical teams, and managing performance
• Comfortable giving direct feedback and building a bench of senior ICs and future leaders
• Ability to handle critical cases after hours (on-call / incident response)

Required skills

• Strong command of support metrics and ability to build dashboards in Salesforce, Tableau and Google Sheets
• Experience improving ticketing systems, tools and processes
• Excellent verbal and written communication with technical and non-technical audiences
• Preferred: hands-on Salesforce Service Cloud and Tableau, Jira/Confluence, GSuite/MS Office, data analytics, and IoT/telematics/fleet management experience