{"id":3507134,"url":"https://alion.io/job/motive-support-account-manager-2","title":"Support Account Manager","company":{"id":48142,"name":"Motive","domain":"motive.com","url":"https://alion.io/company/motive-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Marketing","role_family":"Marketing","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Jira","optional":false},{"name":"Salesforce","optional":false},{"name":"Slack","optional":false},{"name":"Computer Vision","optional":true}],"status":"live","first_seen_at":"2026-10-30T03:03:40Z","employer_posted_date":null,"last_verified_at":"2026-10-30T03:03:40Z","board_verified":false,"closed_at":null,"days_open":2,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":2},"description":"Who we are:\nMotive 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.\n\nMotive 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.\n\nVisit to learn more.\n\nWho We Are: Motive builds technology using the latest advancements in AI and computer vision to improve the safety and efficiency of businesses with vehicles. Over one million drivers and 100,000 companies across every industry trust Motive’s integrated platform to power their operations, prevent accidents and reduce costs. \nAt Motive, we see our hard work rewarded in tangible ways every day, and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to save lives on the road while impacting and improving every facet of multiple trillion-dollar industries that keep our physical economy moving. Motive is proud to be a Forbes Cloud 100 company, Forbes Best Startup Employer 2020, and an Inc Magazine Best Place to Work.\nAbout the Role:Motive is looking for an experienced Support Account Manager (SAM) to join our Global Technical Support organization to deliver a seamless and high-quality support experience for our 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.\nAs 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. You will work closely with Technical Support Engineers (TSEs), Technical Account Managers (TAMs), Account Managers (AMs), and cross-functional teams to ensure issues are progressing, escalations are handled effectively, and no critical case is left unattended.\nYou will be responsible for maintaining strong case hygiene, tracking aging or stalled issues, and ensuring each case has clear ownership, defined next steps, and continuous momentum toward resolution. In addition, you will engage directly with customers through emails and meetings to provide updates, set expectations, and ensure confidence in the support process.\nThe ideal candidate is highly organized, detail-oriented, and thrives in a fast-paced environment. You are proactive in identifying risks, diligent in follow-ups, and focused on driving outcomes. You bring a strong sense of ownership and accountability, ensuring that customer issues are not just addressed, but effectively managed end-to-end.\nAs a customer advocate, you will collaborate with internal teams including Support, Engineering, and Product to surface trends, improve processes, and enhance the overall support experience.\nWhat You’ll Do: \nAct as the primary support point of contact for a portfolio of assigned customer accounts.\n\nOwn and drive end-to-end case management, ensuring clear ownership, defined next steps, and continuous progress.\n\nMonitor all open, pending, and recently closed cases to maintain full visibility into account health\n\nProactively identify and follow up on aging, stalled, and high-priority cases, ensuring no critical issue remains unattended.\n\nCoordinate closely with Technical Support Specialists (TSSs) and Technical Support Engineers (TSEs) to track progress, unblock issues, and maintain accountability.\n\nParticipate in and help manage escalations, ensuring timely updates and structured resolution.\n\nMaintain strong case hygiene, including accurate documentation, updates, and closure quality.\n\nCommunicate directly with customers via email and meetings, providing timely updates and setting clear expectations.\n\nPartner with Account Managers (AMs), TAMs, and cross-functional teams to ensure a seamless support experience.\n\nJoin customer calls and escalation bridges to support coordination and drive resolution\n\nAudit closed cases to ensure accuracy, completeness, and quality of resolution\n\nIdentify trends, risks, and recurring issues within accounts and raise them proactively\n\nLead and execute proactive outreach campaigns on known issues to improve customer experience and reduce reactive support volume.\n\nEnsure alignment across Support, Engineering, and Account Management teams for assigned accounts.\n\nSupport continuous improvement of support processes and contribute to a better overall customer experience.\n\nWhat We’re Looking For: \n\nAt least one year experience in Technical Support, Customer Support, Account Management, or a similar customer-facing operations role in a fast-paced environment.\n\nStrong 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.\n\nExcellent written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.\n\nStrong organizational and multitasking skills, with the ability to manage multiple accounts, competing priorities, and time-sensitive escalations simultaneously.\n\nDemonstrated customer-focus, ownership, and accountability in managing high-visibility customer issues.\n\nStrong analytical and problem-solving ability, including the judgment to identify patterns, assess risk, and escalate effectively.\n\nComfort working across support systems and business tools such as Salesforce, Jira, Slack, Redash, and spreadsheets for tracking, reporting, and analysis.\n\nAbility to collaborate effectively with cross-functional partners across Support, Sales, Engineering, and Product teams.\n\nStrong communication skills and the ability to communicate professionally in written, live, and customer-facing settings.\n\nDemonstrated troubleshooting mindset, including the ability to gather relevant details, identify patterns, isolate issues, and drive structured next steps in ambiguous situations.\n\nStrong case management discipline, including timely follow-up, accurate documentation, SLA and SOPs awareness, and clear customer-facing communication.\n\nAbility to remain calm under pressure, manage escalations professionally, and collaborate effectively across teams to resolve high-impact customer issues.\n\nContinuous learning mindset with the ability to ramp quickly on new products, support workflows, and technical concepts.\n\nRotational shift flexibility.\n\nCreating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives. \n\nPlease review our Candidate Privacy Notice here.\n\nUK Candidate Privacy Notice here.\n\nThe applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology. \n\nRegarding US-based roles, depending on your role and primary work location, Motive Technologies, Inc. (“Employer”) discloses candidates may be required to execute a non-compete covenant with the Employer. This requirement does not apply to lawyers, interns, or employees working in CA, MN, MT, ND, OK, or where otherwise prohibited by law.\n\nNon-compete covenant terms in all other jurisdictions will be subject to the applicable statutory requirements, including but not limited to, procedures, industry related prohibitions, or salary and compensation thresholds.\n\nAll job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.\n\nOriginally posted on Himalayas","description_format":"text","description_chars":8242,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Oklahoma","iso":null,"kind":"city"},{"name":"Minnesota","iso":null,"kind":"city"},{"name":"North Dakota","iso":null,"kind":"city"},{"name":"Montana","iso":null,"kind":"city"},{"name":"California","iso":null,"kind":"city"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Fleet Management"],"lifecycle":[{"event":"open","at":"2026-10-30T05:28:30Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":29,"reasons":["seen:1","velocity","win:early"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/motive-support-account-manager-2","json_url":"https://alion.io/job/motive-support-account-manager-2.json","meta":{"generated_at":"2026-11-01T05:27:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":8321,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":48142},"rest":"https://alion.io/mcp/rest/get_company?id=48142"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmotive-support-account-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmotive-support-account-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmotive-support-account-manager-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/motive-support-account-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmotive-support-account-manager-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3507134}},{"tool":"search_jobs","arguments":{"company":"motive.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3507134},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}