Title:  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. 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 customer-facing roles, enjoys creating scalable programs, and wants to make a real impact helping customers achieve measurable value with MyCarrierPortal and MacroPoint.

About the Role
We are looking for a Technical Account Manager (TAM) to drive engagement across MyCarrierPortal and MacroPoint. This role is designed to maximize customer value realization and adoption across a broad set of SMB (small, mid-size broker) accounts through proactive outreach, scalable programs, and short-term advisory support.

This individual will focus on mass engagement programs, customer education, and short-term coaching, as well as play a key role in supporting customers through their renewal journey. It’s an excellent opportunity for someone early in their career who wants to build strong technical, customer-facing, and program management skills.

Key Responsibilities
•    Customer Engagement at Scale
o    Lead proactive customer outreach through newsletters, webinars, and other scalable communication methods.
o    Ensure all customers are kept informed about product updates, best practices, and new initiatives.

•    Education & Enablement
o    Design and deliver educational sessions (e.g., product webinars, feature spotlights, workflow overviews) to help customers maximize their investment.
o    Work closely with product and marketing to develop engaging content for mass communication.

•    Targeted Advisory Support
o    Provide short-term, focused coaching for customers who need TAM-level guidance but do not require a dedicated resource.
o    Act as a trusted advisor for 30–60 day engagements, ensuring customers resolve key adoption or operational challenges.

•    Renewal Support & Customer Continuity
o    Support MyCarrierPortal and MacroPoint customers as they approach renewal periods.
o    Proactively engage with customers to ensure they are realizing value, addressing blockers, and continuing their partnership with us.
o    Engage with customers who express intent to discontinue, uncover root concerns, demonstrate platform value, and work to shift conversations back toward renewal and long-term partnership.

•    Internal Collaboration
o    Partner with Sales, Implementation, and Product teams to share customer feedback and identify themes across the long-tail segment.
o    Contribute insights to help refine customer engagement strategies and improve platform adoption.

Who We’re Looking For
•    Drivers, Not a 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: 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. #LI-Remote
•    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.
•    Salary Range: $45,000 to $50,000 USD.

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. 

Through COVID-19, we implemented a virtual hiring process and continue to interview and onboard candidates by video using Microsoft TEAMS. We record interviews and use them strictly for quality assurance, training and general record keeping purposes. Should you have any questions about this process, please connect with our hiring team in advance of scheduled interviews. We value the safety of each member of our community because we know we're all in this together. 

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 hrna@descartes.com. 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.