Support Account Manager

About the role

Motive is looking for an experienced Support Account Manager to join its Global Technical Support organization. The role acts as a key point of coordination between customers and internal teams, keeping support cases visible, accountable and resolved on time. You will manage a portfolio of customer accounts, monitor case health and communicate regularly with customers.

Key responsibilities

• Act as the primary support point of contact for a portfolio of assigned customer accounts.
• Own and drive end-to-end case management, with clear ownership, next steps and continuous progress.
• Monitor open, pending and recently closed cases to keep full visibility of account health.
• Follow up on aging, stalled and high-priority cases so no critical issue goes unattended.
• Coordinate with Technical Support Engineers and Technical Support Specialists to track progress and unblock issues.
• Help manage escalations and audit closed cases for accuracy and quality.
• Communicate with customers by email and meetings, setting clear expectations.
• Partner with Account Managers, Technical Account Managers and cross-functional teams, and join customer calls and escalation bridges.
• Identify trends, risks and recurring issues, and lead proactive outreach campaigns on known issues.

Required profile

• At least one year of experience in technical support, customer support, account management or a similar customer-facing role.
• Strong understanding of technology and the ability to interpret technical issues functionally.
• Demonstrated customer focus, ownership and accountability.
• Ability to work calmly under pressure and handle escalations professionally.
• Rotational shift flexibility.

Required skills

• Comfortable with support systems and business tools such as Salesforce, Jira, Slack, Redash and spreadsheets.
• Excellent written and verbal communication, able to explain technical concepts to technical and non-technical audiences.
• Strong organizational and multitasking skills, and strong case management discipline (SLA and SOPs awareness).