Note: The job is a remote job and is open to candidates in USA. Descartes Systems Group is a leading logistics and supply chain technology company that helps businesses optimize their operations. They are seeking a Technical Account Manager to drive customer engagement and value realization through proactive outreach, education, and support for their TMS solutions.
Responsibilities
- 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
- 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
- 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
- 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
- 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 drive engagement across multiple platforms
- Strong communication skills
- Analytical thinking and tech-savviness
- Curiosity to understand customer needs
- Ability to adapt quickly and embrace feedback
- Proactive time management and follow-through on commitments
- Accountability for outcomes and driving solutions
- Willingness to leverage AI tools and experiment with new approaches
- Experience in logistics and SaaS best practices
- Background in program management
- Experience in customer education and enablement
Benefits
- 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/.