Title:  Implementation Consultant

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 the Job Exists

Ensure customers successfully adopt and realise value from Descartes’ solutions by leading seamless implementations, translating business needs into effective system configurations, and building trusted client relationships from onboarding through long-term success.

Outcomes — What Success Looks Like

1. Successful Implementations: Deliver end-to-end implementations on time and within scope, achieving high client adoption and satisfaction scores.
2. Client Value Realisation: Enable clients to fully utilise the solution, demonstrated by strong usage metrics and reduced post-implementation support needs.
3. Customer Satisfaction: Maintain consistently high client satisfaction (e.g., CSAT/NPS targets) through proactive communication and high-quality support.
4. Project Efficiency: Manage multiple implementations effectively, meeting timelines while maintaining accuracy in configurations and documentation.
5. Issue Resolution: Identify, troubleshoot, and resolve implementation and support issues effectively, minimising disruption to client operations.
6. Custom Solution Delivery: Successfully scope, coordinate, and deliver custom development requests aligned with client requirements and business goals.
7. Continuous Improvement: Proactively recommend and implement improvements to workflows, processes, and client experience.

Skills & Competencies — How the Work Gets Done

Implementation & Client Management

• Experience managing software implementations, from discovery through go-live and support
• Ability to translate client business needs into system workflows and configurations
• Strong client relationship management with a focus on trust and long-term value

Analytical & Problem Solving

• Strong critical thinking skills to diagnose issues and design effective solutions
• Ability to test, troubleshoot, and optimise system configurations and customisations

Communication & Training

• Excellent verbal and written communication skills in English
• Ability to clearly explain technical concepts to non-technical users and deliver effective training

Project & Time Management

• Strong organisational skills with the ability to manage multiple priorities and deadlines
• Detail-oriented with disciplined documentation and process tracking

Technical Aptitude

• Comfortable working with software platforms, CRM systems, and basic technical concepts
• Proficiency with MS Office; familiarity with eCommerce or logistics technology is an advantage

Adaptability & Ownership

• Fast learner who thrives in a dynamic, evolving environment
• Takes ownership of client outcomes and follows through on commitments

Collaboration

• Works effectively both independently and as part of a distributed, remote team
• Proactively escalates risks and communicates progress to stakeholders

Culture Add — TEAM Values

• Transparency: Maintains open, honest communication with clients and internal teams
• Excellence & Expertise: Strives for high-quality implementations and continuous learning
• Accountability: Owns projects and client outcomes end-to-end
• Metric-Driven Results: Tracks progress and success through measurable outcomes

What’s in It for the Candidate

• Remote-First Flexibility: Fully remote role within a global organisation, collaborating across regions and time zones
• Meaningful Impact: Directly influence customer success and retention by delivering solutions that power global commerce
• Growth Opportunities: Develop expertise in eCommerce and logistics technology, with opportunities to expand into more complex projects or leadership roles
• Autonomy & Ownership: Manage your own portfolio of clients while supported by experienced colleagues and structured processes
• Collaborative Environment: Work with cross-functional teams, including Product, Support, and Engineering
• Tools & Exposure: Gain hands-on experience with industry-leading platforms, client environments, and diverse business use cases

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. 

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 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