Technical Account Manager

Location: About Descartes: Descartes Unites the People and Technology that Move the World The need for efficient, secure, and agile supply chains and logistics operations has become ever more critical and complex. By combining innovative technology, powerful trade intelligence and the reach of our network, Descartes helps get goods, information, transportation assets, and people where they’re needed, when they’re needed. We’re one of the most broadly deployed logistics and supply chain technology companies in the world. More than 26,000 customers around the globe use our cloud-based solutions to transform the way they move inventory and information to enhance productivity, better serve customers, thrive competitively, keep pace with evolving regulations, and respond to rapidly changing market conditions. Descartes is publicly traded (Nasdaq:DSGX, TSX:DSG) with headquarters in Waterloo, Ontario, Canada, and offices and partners around the world. With record financial performance for more than 16 years, we lead the industry in innovation investment. Every day, logistics service providers, manufacturers, retailers, distributors, and other logistics-intensive businesses of all sizes rely on our scale, stability, and comprehensive solution footprint to move what’s most important to them. Learn more at www.descartes.com. We’re growing fast and invite you to join our amazing team. At Descartes, we believe exceptional customer outcomes are delivered by people who are curious, proactive, and accountable—those who combine technical problem-solving with a passion for building strong relationships. That’s why we’re looking for a Technical Account Manager (TAM) who thrives in building/maintaining customer relationships, providing technical support, and wants to make a real impact helping customers achieve measurable value with MacroPoint and MyCarrierPortal. About the Role We are looking for a Technical Account Manager (TAM) to drive engagement across MacroPoint and MyCarrierPortal. This role is designed to maximize customer value realization and adoption across a broad set of Enterprise accounts through building strong relationships and acting as primary technical contact. This individual will focus on maintaining strong relationships with key stakeholders, provide guidance to reach business goals and troubleshooting technical issues. Customer Engagement & Relationship Management Build and maintain strong relationships with decision-makers, super users, and key contacts across all assigned accounts. Serve as the primary point of contact for value-focused conversations, performance reviews, and strategic discussions. Technical support and problem-solving: Provide expert-level technical support, troubleshoot issues, and act as the main point of contact for customer technical and service inquiries. Train customers on products, ensure client satisfaction, and help them achieve success with the technology solutions. Value Realization & ROI Measurement Ensure customers are realizing measurable value from the product suite purchased. Benchmark performance against baseline metrics and deliver performance snapshots that demonstrate ROI. Proactively identify usage gaps, adoption challenges, or missed opportunities to maximize value. Renewals & Retention Planning Monitor contract end dates and proactively develop renewal plans, ensuring alignment with customer goals and current usage trends. Coordinate with Sales for contract renegotiations, pricing updates, or expansion discussions. Apply appropriate retention plays to reduce risk of churn. Meetings & Strategic Touchpoints Schedule and lead regular cadence calls with super users to review usage, best practices, and improvements. Facilitate QBRs with decision-makers to validate value delivered, review ROI against agreed success criteria, and plan next steps. Expansion & Opportunity Identification Identify upsell and cross-sell opportunities based on customer needs, usage patterns, and feature adoption. Work collaboratively with Sales to position value-add solutions and finalize additional contracts. Internal Coordination & Communication Communicate customer feedback, enhancement requests, and feature gaps to Product team. Collaborate with Support, Implementation, and Product teams to resolve customer issues efficiently. Who We’re Looking For Drivers, not Passengers: You bring enthusiasm, energy, and confidence to dive in and help move us forward. Experience is a plus, but mindset and drive matter most. Strong Communicators: You pair clear communication with analytical thinking and tech-savviness. Curious Learners earners: You ask the right questions to understand customer needs and stay up to date on logistics and SaaS best practices. Coachable Teammates: You embrace feedback, adapt quickly, and continuously look to improve. Self-Starters : You manage time proactively, follow through on commitments, and balance competing priorities with grace. Owners: You take accountability for outcomes, driving solutions instead of excuses. Innovators: You’re excited to leverage AI tools and experiment with new approaches to drive efficiency and improve customer engagement. Why You’ll Love Working Here 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. Join Us As we scale, we’re looking for new doers, collaborators and innovators to join Descartes in uniting the people and technology that move the world as the Global Leader in Logistics and Supply Chain Technology. We’re entrepreneurial, hardworking, geeky-in-a-good way problem solvers. Guided by our values, we nurture a TEAM focused culture that invests in people and creates opportunities for advancement across a broad spectrum of career paths. We prioritize work-life balance and foster an environment with the space to take ownership, to be heard, and to carve a path for your individual accomplishments to help drive our success. Descartes also has a deep sense of environmental responsibility. Learn more about how we helped our customers save over 552,000 metric tons of CO2 in 2020 by reducing fuel and paper consumption: https://www.descartes.com/who-we-are/social-responsibility-sustainability/environmental-impact .  Join a team that’s committed to working with customers to conserve resources and enhance sustainability. At Descartes, everyone has a voice and the best idea wins, regardless of who makes it. We offer competitive compensation, great benefits, remote and flexible work hours, and the opportunity to join a company on an awesome mission with a great existing team and trajectory. If you feel you have 70% of the qualifications we are looking for, and Descartes sounds like the team and the mission you want to be part of, apply now. We can't promise it will be a fit, but we do promise to consider your experience. We conduct a mix of in-person and virtual interviews. Virtual interviews are held via Microsoft Teams and are recorded and transcribed. We may utilize AI tools to support our hiring team in notetaking, summarization, and internal training. AI tools are not used in our recruitment process for decision-making purposes. Recordings, transcripts, and notes are used for recruitment, including improvement of our process, and record-keeping purposes. Should you have any questions or concerns about our process, please connect with our hiring team in advance of scheduled interviews. We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. For more information about our commitment to equal employment opportunity, please review our EEO is the Law , Pay Transparency Nondiscrimination Statement , EEO/AA Statement . Descartes participates in the E-Verify program. Please click below to learn more about the E-Verify program. Notice of E-Verify Participation Right to Work (English and Spanish) . Descartes is committed to working with and providing reasonable accommodations to job applicants with disabilities. Applicants in North America with a disability who require a reasonable accommodation for any part of the application or hiring process can email us at [email protected]. Provide your name and contact information along with the accommodation needed to assist you with the application process. Your request will be responded to as soon as possible. Reasonable accommodations will be determined on a case-by-case basis. Job Segment: Account Manager, Information Technology, IT Manager, Technical Support, Compliance, Technology, Sales, Legal