At a glance
- Workplace
- Remote
- Location
- Pakistan - Remote · Pakistan
About the role
- Motive is looking for an experienced Support Account Manager (SAM) to join the Global Technical Support organization to deliver a seamless and high-quality support experience for 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.
Responsibilities
- 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.
Requirements
- 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, even when deep root-cause ownership sits with Technical Support Engineers or Engineering.
- 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.
- Rotational shift flexibility.
Workplace
- Pakistan - Remote; Pakistan
Skills
- Salesforce
- Jira
- Slack
- Redash
