Technical Account Manager
Motive is seeking an experienced Senior Technical Account Manager (TAM) to join our Global Technical Support organization, providing white-glove service and strategic technical leadership to our premier customers. In this role, you will bridge the gap between relationship management and high-level problem solving, proactively auditing account health while mentoring Technical Support Engineers within your segment.
As a Senior TAM, you will serve as the primary technical point of contact for Strategic, Enterprise, and Mid-Market accounts, building and maintaining proactive partnerships with technical contacts at assigned accounts. Your responsibilities will include creating, maintaining, and improving account-specific technical documentation, maintaining a macro-level understanding of account business needs and support activities, and exceeding benchmarks for response quality, timeliness, and customer satisfaction. You will also operate and drive account health campaigns for your portfolio of customers, collaborate with Product and Engineering to implement hardware, data, or process fixes with minimal user disruption, and use data tools to trace inconsistencies and bugs, reporting findings to senior technical teams.
To be successful in this role, you should have 1 to 2 years of experience in Technical Support with a permanent employment status, demonstrating a proactive "above and beyond" mindset. Full professional fluency in spoken and written Spanish and English is required, along with exceptional communication skills across all mediums (written, live chat, video conference, and in-person). You should be capable of providing concise, high-impact updates to stakeholders and senior engineering teams during escalations and be a collaborative partner capable of working effectively in a professional, cross-functional environment. Technical expertise should include advanced analytical skills to trace complex issues across hardware, APIs, and databases, using tools like SQL and log parsing to identify root causes and implement scalable, proactive solutions. Experience managing hardware fault analysis, firmware upgrades, and change management practices is also essential.
This position is based in Mexico City with a hybrid work arrangement. Motive offers a comprehensive benefits package, including competitive compensation, health insurance, and opportunities for professional development. As a Senior TAM, you will have the opportunity to work closely with cross-functional teams to influence product development and enhance the customer experience.
Motive is committed to fostering a diverse and inclusive workplace. We value the unique perspectives and experiences that each team member brings and believe that our differences make us stronger. Joining Motive means becoming part of a dynamic team dedicated to innovation, customer success, and continuous improvement.