[Remote] Technical Account Manager

Note: The job is a remote job and is open to candidates in USA. Descartes Systems Group is a leading logistics and supply chain technology company, and they are seeking a Technical Account Manager to enhance customer engagement and value realization. The role involves building and maintaining relationships with clients, providing technical support, and ensuring customers achieve measurable success with the company's solutions.

Responsibilities

• Build and maintain strong relationships with decision-makers, super users, and key contacts across all assigned accounts
• Serve as the primary point of contact for value-focused conversations, performance reviews, and strategic discussions
• Provide expert-level technical support, troubleshoot issues, and act as the main point of contact for customer technical and service inquiries
• Train customers on products, ensure client satisfaction, and help them achieve success with the technology solutions
• Ensure customers are realizing measurable value from the product suite purchased
• Benchmark performance against baseline metrics and deliver performance snapshots that demonstrate ROI
• Proactively identify usage gaps, adoption challenges, or missed opportunities to maximize value
• Monitor contract end dates and proactively develop renewal plans, ensuring alignment with customer goals and current usage trends
• Coordinate with Sales for contract renegotiations, pricing updates, or expansion discussions
• Apply appropriate retention plays to reduce risk of churn
• Schedule and lead regular cadence calls with super users to review usage, best practices, and improvements
• Facilitate QBRs with decision-makers to validate value delivered, review ROI against agreed success criteria, and plan next steps
• Identify upsell and cross-sell opportunities based on customer needs, usage patterns, and feature adoption
• Work collaboratively with Sales to position value-add solutions and finalize additional contracts
• Communicate customer feedback, enhancement requests, and feature gaps to Product team
• Collaborate with Support, Implementation, and Product teams to resolve customer issues efficiently

Skills

• Experience in building and maintaining customer relationships
• Ability to provide expert-level technical support and troubleshoot issues
• Experience in training customers on products and ensuring client satisfaction
• Ability to benchmark performance against baseline metrics and deliver performance snapshots that demonstrate ROI
• Experience in monitoring contract end dates and developing renewal plans
• Ability to schedule and lead regular cadence calls with super users
• Experience in identifying upsell and cross-sell opportunities
• Ability to communicate customer feedback and collaborate with internal teams
• Strong communication skills paired with analytical thinking and tech-savviness
• Ability to ask the right questions to understand customer needs
• Ability to manage time proactively and balance competing priorities
• Accountability for outcomes and driving solutions
• Excitement to leverage AI tools and experiment with new approaches
• Experience in logistics and SaaS best practices
• Experience in a technical account management role
• Experience with MacroPoint and MyCarrierPortal

Benefits

• Work remotely from anywhere in North America with flexible autonomy.
• Grow your skills with access to mentorship, peer collaboration, and cross-team learning.
• 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.
• 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 is committed to working with and providing reasonable accommodations to job applicants with disabilities.

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