Descartes is looking for a Technical Account Manager to ensure our mid-market customers achieve measurable value from MacroPoint and MyCarrierPortal. In this role, you'll combine technical expertise with proactive relationship management to drive product adoption, operational improvements, and long-term customer retention.
What You'll Do
- Deliver regular performance reviews and ROI insights that demonstrate clear operational improvements and platform value.
- Maintain high renewal rates by proactively managing contract timelines and addressing risks early.
- Identify usage gaps, deliver training, and guide customers toward best practices to maximize platform utilization.
- Build strong relationships with decision-makers and super users, serving as the primary technical advisor.
- Surface upsell and cross-sell opportunities through customer insights and collaborate with Account Executives to support growth.
What We're Looking For
- 2+ years of experience in Account Management, Customer Success, Technical Support, or another client-facing role.
- Ability to troubleshoot technical issues and guide customers toward effective solutions within SaaS platforms.
- Ability to translate technical product capabilities into clear business value for customers.
- Experience delivering product training, onboarding support, or technical guidance to customers.
- Strong presentation and public speaking skills with confidence leading customer meetings, training sessions, and Quarterly Business Reviews.
- Ability to build trusted relationships with both technical users and business decision-makers.
- Clear, professional communication across customer and internal teams.
- Ability to interpret product usage data, identify adoption gaps, and recommend improvements.
- Strong problem-solving skills with a structured approach to diagnosing issues and prioritizing solutions.
- Ability to manage multiple customer accounts and priorities in a fast-paced environment.
- Experience working cross-functionally with Sales, Product, Support, and Implementation teams to resolve issues and improve customer outcomes.
- Experience managing multiple customer relationships and driving adoption of software solutions.
Nice to Have
- Experience in SaaS, logistics, supply chain, or transportation technology environments is an asset.
Benefits & Compensation
- Compensation: $45,000 to $55,000 USD plus commission.
Work Mode
This is a remote position open to candidates in North America.
Our culture is built on transparency and accountability, where we take ownership and communicate openly. We pursue excellence through continuous learning and make metric-driven decisions to guide our work. We are an entrepreneurial, hardworking team of problem-solvers who value a TEAM-focused environment. We invest in our people and create opportunities for advancement while prioritizing work-life balance. We foster a space where you can take ownership, be heard, and carve your own path, all while maintaining a deep sense of environmental responsibility.
