Technical Account Manager

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.

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 eCommerce 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

• Required experience in Technical Account Management, Customer Success, Account Management, or a similar customer-facing role.
• Strong understanding of eCommerce 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 eCommerce 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 eCommerce 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 eCommerce, fulfilment, and supply chain technology while building strategic customer relationships that directly influence retention and business growth.

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. 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.

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.