Manager, Technical Account Manager
M
MotiveFleet management
Remote - Islamabad & LahoreFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years directly managing technical teams in a fast-paced, high-volume support environment.
- Required Skills
- SalesforceJiraTableauConfluenceGoogle Sheets
Requirements
- Have 5+ years of experience directly managing technical teams in a fast-paced, high-volume support environment.
- Have experience managing escalations and incidents and working closely with Product and Engineering.
- Have experience presenting to senior stakeholders in business reviews, incident reviews, or program updates.
- Demonstrate a track record of building, coaching, and retaining high-performing technical teams.
- Be able to give direct feedback, manage performance, and develop senior individual contributors and future leaders.
- Understand support metrics and how to improve them.
- Be able to build and interpret dashboards using Salesforce, Tableau, and Google Sheets.
- Have experience improving support ticketing systems, tools, and processes.
- Communicate complex issues to technical and non-technical audiences.
- Be able to connect customer symptoms to underlying product, data, and workflow issues.
- Be available to handle critical cases after hours as needed for on-call and incident response.
- Preferred: hands-on Salesforce Service Cloud and Tableau experience, familiarity with Jira/Confluence and knowledge management, and experience in data analytics.
Responsibilities
- Own team performance, staffing, and scheduling to ensure coverage and delivery against SLAs and KPIs.
- Coach team members through 1:1s, performance reviews, development plans, and ongoing feedback.
- Set team goals, review results, and adjust plans using performance data.
- Lead high-priority customer escalations and coordinate incident response, including post-incident follow-ups.
- Monitor queue health and backlog, rebalancing work to protect SLAs and customer outcomes.
- Improve support SOPs, workflows, case routing, escalation criteria, and incident playbooks.
- Partner with Product and Engineering to resolve product issues and relay customer feedback.
- Build and present business reviews using support dashboards and metrics.
- Lead cross-functional projects and change management for support processes and tools.
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