Note: The job is a remote job and is open to candidates in USA. Descartes Systems Group is a leading provider of logistics and supply chain technology. They are seeking a Technical Account Manager to drive customer engagement, maximize value realization, and support customers through their renewal journey while collaborating with various internal teams.
Responsibilities
- Customer Engagement at Scale
- Lead proactive customer outreach through newsletters, webinars, and other scalable communication methods
- Ensure all customers are kept informed about product updates, best practices, and new initiatives
- Education & Enablement
- Design and deliver educational sessions (e.g., product webinars, feature spotlights, workflow overviews) to help customers maximize their investment
- Work closely with product and marketing to develop engaging content for mass communication
- Targeted Advisory Support
- Provide short-term, focused coaching for customers who need TAM-level guidance but do not require a dedicated resource
- Act as a trusted advisor for 30–60 day engagements, ensuring customers resolve key adoption or operational challenges
- Renewal Support & Customer Continuity
- Support Aljex, MyCarrierPortal and MacroPoint customers as they approach renewal periods
- Proactively engage with customers to ensure they are realizing value, addressing blockers, and continuing their partnership with us
- Engage with customers who express intent to discontinue, uncover root concerns, demonstrate platform value, and work to shift conversations back toward renewal and long-term partnership
- Internal Collaboration
- Partner with Sales, Implementation, and Product teams to share customer feedback and identify themes across the long-tail segment
- Contribute insights to help refine customer engagement strategies and improve platform adoption
Skills
- Experience in customer-facing roles
- Ability to create scalable programs
- Strong technical problem-solving skills
- Ability to build strong relationships
- Enthusiasm, energy, and confidence
- Clear communication skills
- Analytical thinking
- Tech-savviness
- Curiosity to understand customer needs
- Ability to stay up to date on logistics and SaaS best practices
- Adaptability to feedback
- Proactive time management
- Accountability for outcomes
- Ability to drive solutions
- Excitement to leverage AI tools
- Willingness to experiment with new approaches
Benefits
- Work remotely from anywhere in North America with flexible autonomy.
- Help customers operate more efficiently and maximize value in a complex, global logistics environment.
- Collaborate with a values-driven team that thrives on innovation and service.
- Grow your skills with access to mentorship, peer collaboration, and cross-team learning.
- Competitive compensation
- Great benefits
- Remote and flexible work hours
Company Overview
Descartes provides cloud-based logistics and supply chain management solutions to improve productivity for businesses. It was founded in 1981, and is headquartered in Waterloo, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is https://www.descartes.com/.
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