Technical Account Manager

About Descartes Systems Group

Descartes Systems Group unites the people and technology that move the world, providing efficient, secure, and agile supply chain and logistics operations. As one of the most broadly deployed logistics and supply chain technology companies globally, Descartes serves over 26,000 customers with cloud-based solutions. Headquartered in Waterloo, Ontario, Canada, and publicly traded (Nasdaq:DSGX, TSX:DSG), Descartes has a 16-year track record of record financial performance and leads the industry in innovation investment. They enable logistics service providers, manufacturers, retailers, distributors, and other logistics-intensive businesses to enhance productivity, serve customers better, and navigate evolving market conditions.

About The Role: Technical Account Manager

Descartes is seeking a Technical Account Manager (TAM) to drive engagement, maximize customer value, and ensure adoption across Mid-Market accounts for MacroPoint and MyCarrierPortal. This role focuses on building strong relationships, acting as a primary technical contact, and providing guidance to help customers achieve measurable business goals and troubleshoot technical issues effectively.

Key Responsibilities

• Customer Engagement & Relationship Management: Build and maintain robust relationships with key stakeholders, including decision-makers and super users, across assigned accounts. Serve as the primary point of contact for strategic discussions, value-focused conversations, and performance reviews.
• Technical Support & Problem-Solving: Provide expert-level technical support, troubleshoot complex issues, and serve as the main point of contact for all customer technical and service inquiries. Train customers on product functionality and best practices, ensuring high client satisfaction and successful technology adoption.
• Value Realization & ROI Measurement: Ensure customers are actively realizing measurable value from their purchased product suite. Benchmark performance against baseline metrics and deliver regular performance snapshots to demonstrate clear ROI. Proactively identify and address usage gaps, adoption challenges, or missed opportunities to maximize customer value.
• Renewals & Retention Planning: Monitor contract end dates and proactively develop comprehensive renewal plans aligned with customer goals and current usage trends. Collaborate with Account Executives on contract renegotiations, pricing updates, or expansion discussions, applying appropriate retention strategies to minimize churn risk.
• Meetings & Strategic Touchpoints: Schedule and lead regular cadence calls with super users to review usage, discuss best practices, and identify areas for improvement. Facilitate Quarterly Business Reviews (QBRs) with decision-makers to validate delivered value, review ROI against agreed success criteria, and plan future steps.
• Expansion & Opportunity Identification: Identify potential upsell and cross-sell opportunities by analyzing customer needs, usage patterns, and feature adoption. Work collaboratively with Account Executives to effectively position value-add solutions and finalize additional contracts.
• Internal Coordination & Communication: Communicate valuable customer feedback, enhancement requests, and identified feature gaps to the Product team. Collaborate efficiently with Support, Implementation, and Product teams to resolve customer issues in a timely and effective manner.

Who Descartes Systems Group is Looking For

• Drivers, not Passengers: Individuals who bring enthusiasm, energy, and confidence, eager to contribute and move the company forward.
• Strong Communicators: Candidates who combine clear communication skills with analytical thinking and strong technical aptitude.
• Curious Learners: Those who ask insightful questions to understand customer needs and remain current with logistics and SaaS best practices.
• Coachable Teammates: Individuals who embrace feedback, adapt quickly, and are committed to continuous improvement.
• Self-Starters: Professionals who manage their time proactively, consistently follow through on commitments, and adeptly balance competing priorities.
• Owners: People who take full accountability for outcomes, driving solutions rather than offering excuses.
• Innovators: Enthusiastic individuals excited to leverage AI tools and experiment with new approaches to enhance efficiency and customer engagement.

Why You’ll Love Working Here

• Work remotely from anywhere in North America with flexible autonomy.
• Help customers maximize value in complex, global logistics environments.
• Collaborate with a values-driven team focused on innovation and service.
• Grow your skills through mentorship, peer collaboration, and cross-team learning opportunities.
• Competitive compensation and great benefits.

Key skills/competency

• Technical Account Management
• Customer Relationship Management
• SaaS
• Logistics Technology
• Supply Chain Solutions
• Troubleshooting
• Value Realization
• Product Adoption
• Client Training
• Account Retention