[Remote] Technical Account Manager

Note: The job is a remote job and is open to candidates in USA. Descartes Systems Group is a leading provider of logistics and supply chain technology. They are seeking a Technical Account Manager to drive customer engagement, maximize value realization, and support customers through their renewal journey while collaborating with various internal teams.

Responsibilities

• Customer Engagement at Scale
• Lead proactive customer outreach through newsletters, webinars, and other scalable communication methods
• Ensure all customers are kept informed about product updates, best practices, and new initiatives
• Education & Enablement
• Design and deliver educational sessions (e.g., product webinars, feature spotlights, workflow overviews) to help customers maximize their investment
• Work closely with product and marketing to develop engaging content for mass communication
• Targeted Advisory Support
• Provide short-term, focused coaching for customers who need TAM-level guidance but do not require a dedicated resource
• Act as a trusted advisor for 30–60 day engagements, ensuring customers resolve key adoption or operational challenges
• Renewal Support & Customer Continuity
• Support Aljex, MyCarrierPortal and MacroPoint customers as they approach renewal periods
• Proactively engage with customers to ensure they are realizing value, addressing blockers, and continuing their partnership with us
• 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
• Partner with Sales, Implementation, and Product teams to share customer feedback and identify themes across the long-tail segment
• Contribute insights to help refine customer engagement strategies and improve platform adoption

Skills

• Experience in customer-facing roles
• Ability to create scalable programs
• Strong technical problem-solving skills
• Ability to build strong relationships
• Enthusiasm, energy, and confidence
• Clear communication skills
• Analytical thinking
• Tech-savviness
• Curiosity to understand customer needs
• Ability to stay up to date on logistics and SaaS best practices
• Adaptability to feedback
• Proactive time management
• Accountability for outcomes
• Ability to drive solutions
• Excitement to leverage AI tools
• Willingness to experiment with new approaches

Benefits

• Work remotely from anywhere in North America with flexible autonomy.
• 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.
• Competitive compensation
• Great benefits
• Remote and flexible work hours

Company Overview