Motive

Operations

• Own and refine the incident management lifecycle and be the incident commander, running communication and triage, and post-incident analysis and follow-ups to drive continuous service improvement.
• Manage the central on-call solution and integrations used by over 100 teams from different monitoring and other platforms, leveraging automation and self-serve tools such as terraform.
• Analyze operational statistics (MTTR, incident frequency, service-level data) to identify trends and prioritize reliability initiatives and teams’ focus.
• Improve change management processes and automation to reduce both risk and friction.
• Collaborate with engineering teams across the organization to standardize operational practices and develop automated workflows.
• Leverage AI for incident analysis, alert/issue solutioning, and automation.

Cloud Ops Engineer

Account Manager

• Directly manage second-line managers and a handful of frontline managers, motivating and coaching them to achieve quarterly targets and strategic business objectives.
• Recruit, hire, train, and develop top talent, building a pipeline of future leaders within the organization. Demonstrable success in building and scaling sales teams from early stages and guiding transformational growth.
• Partner with Marketing leadership to innovate on customer experiences, drive lead generation, and experiment with pricing and acquisition strategies. Collaborate with Product, Sales, Onboarding, and Strategy leaders to identify customer needs, influence roadmap decisions, and design cohesive sales programs, incentive plans, and GTM strategies that connect across global functions for a seamless customer journey.
• Regularly report on key metrics to identify strengths and areas for improvement, using data-driven insights to guide decision-making. Lead the team with a disciplined, data-driven approach to continually assess business performance and achieve quarterly sales targets.
• Drive strategies to boost engagement, upsell, and retention, rapidly testing data-driven ideas for continuous improvement. Act as a customer-facing escalation point for complex deals, using executive relationships to resolve challenges, align strategies, and ensure successful closures with exceptional customer experience.
• Create and refine scalable processes to enhance team efficiency and overall performance.

Director of CMRL Sales, Account Management

Customer Success Manager

• Crucial member of the Canadian GTM leadership team, helping guide and shape the future of the department and contributing to the future of the wider business
• Lead an organization of managers responsible for leading Customer Success Managers and Enterprise Account Managers who drive the widespread adoption, value confirmation and ultimately renewal and expansion of Motive technology across our Enterprise Customer base
• Ensure segment level playbooks, strategy and programs are in place to ensure our client’s goals are met while simultaneously carrying a team quota to reach our organization’s revenue goals
• Partner with the Engineering, Product, Enablement, Sales and Technical Support teams to ensure positive customer outcomes
• Identify opportunities for continuous improvement including evolving processes, playbooks, setting OKRs and guiding the broader customer journey
• Build and develop an efficient organization that maintains a high standard of excellence while providing exceptional support and success to customers
• Hire and nurture new talent into our world-class Customer Success organization by building a pipeline of exceptional candidates, establishing rigorous interview standards, setting high expectations on performance and providing constructive feedback
• Be an expert at leading best practices in change management for both our team and clients while finding ways for CSMs to deeply understand our customer’s objectives and become strategic trusted advisors by determining how to define, drive and demonstrate client value (ROI)
• Align with Sales and Marketing on expansion opportunities including hand-offs and CSM roles in the sales cycle to drive a predictable upsell and expansion
• Mentor, assist with account planning, performance management, metric pacing, pipeline generation, and forecasting for all team members
• Maintain relationships with executives at our largest partners

Director of Customer Success

• Be the consistent point of contact for the client; responsible for ongoing communications, not just scheduled meetings but proactively managing expectations, priorities, and follow ups.
• Build trusted partnerships by understanding client goals, priorities, and business structure.
• Develop a strong understanding of each client’s business, including geographic footprint, corporate teams, and dealership operations.
• Monitor the performance of client sites across key automotive and digital KPIs.
• Deliver clear, actionable performance insights through regular client meetings.
• Align Motive’s solutions to client business objectives and performance goals.
• Drive expansion opportunities for Motive products and additional sites within dealership groups.
• Support client onboarding and ongoing adoption of Motive’s tools and workflows.
• Lead application training sessions with client teams and key stakeholders.
• Work closely with the Motive Product team to share client feedback and performance insights.

• Help tame the Run the Business beast by removing unnecessary work and automating whenever possible
• Create ad-hoc reporting and work on weekly/monthly/quarterly business reviews.
• Own and run projects from end to end that support sales and/or operations initiatives.
• Develop and manage dashboards, reports, and analytical tools to provide insights to senior leadership (both in sales as well as operations)
• Troubleshoot issues and manage pilot programs and other initiatives.
• Partner with our globally distributed team, including our offshore sales team to drive and increase revenue

Cloud Ops Engineer

Director of CMRL Sales, Account Management

Director of Customer Success

Customer Success Manager

Senior Manager, Business Strategy – Operations