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. 

Technical Account Manager
Location: Remote (North America) #LI-Remote
Salary Range: $45,000 to $55,000 USD plus commission.Compensation information provided is a good faith estimate for this position only. Factors that may be used to determine your actual salary may include your specific skills as well as the years of experience you have. Similar positions located in different geographic regions will not necessarily receive the same compensation.

Mission- Why the Role Exists
The Technical Account Manager ensures mid-market customers achieve measurable value from MacroPoint and MyCarrierPortal. By combining technical expertise with proactive relationship management, this role drives product adoption, operational improvements, and long-term customer retention.

Outcomes — What Success Looks Like

• Customers Achieve Measurable Value: Deliver regular performance reviews and ROI insights that demonstrate clear operational improvements and platform value.
• Strong Customer Retention: Maintain high renewal rates by proactively managing contract timelines and addressing risks early.
• Increased Product Adoption: Identify usage gaps, deliver training, and guide customers toward best practices to maximize platform utilization.
• Trusted Customer Relationships: Build strong relationships with decision-makers and super users, serving as the primary technical advisor.
• Expansion Opportunities Identified: Surface upsell and cross-sell opportunities through customer insights and collaborate with Account Executives to support growth.

Skills, Competencies & Experience — How the Work Gets Done

Customer & Technical Expertise
•    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.

Communication & Relationship Building
•    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.

Analytical & Problem-Solving
•    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.

Collaboration
•    Experience working cross-functionally with Sales, Product, Support, and Implementation teams to resolve issues and improve customer outcomes.

Experience
•    2+ years of experience in Account Management, Customer Success, Technical Support, or another client-facing role.
•    Experience in SaaS, logistics, supply chain, or transportation technology environments is an asset.
•    Experience managing multiple customer relationships and driving adoption of software solutions.

Culture Add — TEAM Values
Transparency & Accountability in communication and ownership; Excellence & Expertise through continuous learning; Metric-Driven Results using data to guide decisions and demonstrate impact.

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. 

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/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.