At a Glance
- Tasks: Help customers maximise their investment in Descartes Peoplevox and drive product adoption.
- Company: Join a leading logistics tech company with a global impact.
- Benefits: Competitive pay, flexible hours, remote work, and career growth opportunities.
- Other info: Collaborative culture focused on innovation and sustainability.
- Why this job: Become a trusted advisor and make a real difference in eCommerce operations.
- Qualifications: Experience in account management and strong understanding of eCommerce and logistics.
The predicted salary is between 37800 - 46200 £ per year.
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.
Mission – Why This Role Exists
As a Technical Account Manager, you will help our customers maximise the value of their investment in Descartes Peoplevox.
By building trusted partnerships, understanding each customer's business objectives, and providing strategic guidance, you will drive product adoption, improve customer outcomes, and strengthen long-term customer retention and growth.
Your success is measured not just by customer satisfaction, but by helping customers achieve meaningful business improvements through our technology.
- Outcomes – What Success Looks Like
- Own and grow a portfolio of customer accounts, achieving high customer retention while identifying and supporting opportunities for account expansion.
- Increase product adoption across your customer portfolio by helping customers implement best practices and fully leverage the capabilities of Descartes Peoplevox.
- Conduct regular business reviews that align customer objectives with measurable business outcomes, resulting in improved customer health and engagement.
- Maintain high customer satisfaction and Net Promoter Score (NPS) results by proactively identifying risks, resolving issues, and acting as a trusted advisor.
- Manage customer escalations effectively, coordinating internal teams to deliver timely, customer-focused resolutions while maintaining strong executive relationships.
- Develop deep expertise in e Commerce operations and fulfilment, providing customers with strategic recommendations that improve operational efficiency and business performance.
- Contribute to the continuous improvement of the Customer Success function by supporting new team member onboarding, sharing best practices, contributing to departmental initiatives, and using reporting and analysis to drive operational improvements.
Skills & Competencies – How You Deliver Success
- Technical & Functional Expertise
- Required
- Experience in Technical Account Management, Customer Success, Account Management, or a similar customer-facing role.
- Strong understanding of e Commerce operations, fulfilment, logistics, or supply chain processes.
- Ability to build trusted relationships with stakeholders ranging from operational users to executive decision-makers.
- Strong technical aptitude with the ability to understand customer configurations and recommend practical solutions.
- Excellent verbal, written, presentation, and facilitation skills, including leading customer meetings and webinars.
- Strong analytical and problem-solving skills with the ability to interpret customer data and identify opportunities for improvement.
- Experience managing customer issues, prioritising activities, and coordinating successful resolutions.
- Excellent organisational and time management skills with the ability to work independently in a remote, global environment.
- Fluent English communication skills.
- Preferred
- Experience with Sellercloud or comparable Order Management Systems (OMS).
- Experience with Warehouse Management Systems (WMS), Inventory Management Systems (IMS), ERP platforms, or related supply chain technologies.
- Demonstrated success improving customer satisfaction, retention, or Net Promoter Score (NPS).
- Experience supporting complex e Commerce businesses or fulfilment operations.
- Culture Add: TEAM Values
We value team members who communicate with transparency , share information openly, and build trust across functions. You bring excellence and expertise to your craft, holding a high bar for quality while continuously improving your skills. You demonstrate accountability by owning outcomes, following through on commitments, and taking responsibility for results. You are driven by metrics , using data and experimentation to inform decisions and deliver measurable impact.
- Aptitudes
- Smart: Able to quickly understand complex systems, connect ideas, and make sound judgments.
- Curious: Actively seeks to understand customer problems, emerging technologies, and better ways of working.
- Coachable: Open to feedback, willing to adapt, and continuously improving through learning.
- What's In It For You
Join a growing global Customer Success team supporting some of the world's most innovative e Commerce brands.
You'll become a trusted advisor to customers, helping them optimise their operations and realise measurable business value through industry-leading warehouse and order management technology.
This role offers the opportunity to deepen your expertise in e Commerce, fulfilment, and supply chain technology while building strategic customer relationships that directly influence retention and business growth.
You'll work in a collaborative, customer-focused environment with the autonomy to manage your own portfolio, contribute to team development, and expand your career within a global technology organisation.
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.
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.
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.
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 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 status, or any other characteristic protected by federal, provincial, or local law.
For more information about our commitment to equal employment opportunity, please review our Code of Business Conduct and Ethics at Descartes. com
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Technical Account Manager employer: Descartes Systems Group
Descartes Systems Group is an exceptional employer that values flexibility and remote work, allowing you to balance your professional and personal life while contributing to innovative eCommerce solutions. With a strong focus on employee growth, you will have access to continuous learning opportunities and the chance to collaborate with a diverse team of experts in a supportive environment. Join us to be part of a global technology leader that prioritises building trusted partnerships and driving success for our clients.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Account Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Descartes Systems Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Descartes Systems Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Account Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Descartes Systems Group:Your cover letter is your chance to shine! Tell us why you want to work at Descartes Systems Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Descartes Systems Group!
How to prepare for a job interview at Descartes Systems Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
