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 - MacroPoint & MyCarrierPortal 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. We value people who bring a hunger to learn, show up fully engaged, and ask thoughtful questions to understand what matters most to customers. That’s why we’re looking for a Technical Account Manager (TAM) who thrives on building customer relationships, providing technical guidance, and helping customers achieve measurable value with MacroPoint and MyCarrierPortal. Success in this role requires listening closely, recognizing subtle signals in customer conversations, and digging deeper to uncover opportunities to improve outcomes and demonstrate return on investment (ROI).

About the Role The TAM drives engagement, adoption, and value realization across a broad portfolio of Mid-Market accounts using MacroPoint and MyCarrierPortal. As the primary technical contact, you will build strong stakeholder relationships, troubleshoot issues, and help customers connect product capabilities to their business goals. You will approach each interaction with preparation, presence, and curiosity asking follow-up questions to understand the meaning behind customer feedback and translating what you learn into action.

Customer Engagement & Relationship Management

• Build and maintain strong relationships with decision-makers, super users, and key contacts across assigned accounts.
• Serve as the primary point of contact for value-focused conversations, performance reviews, and strategic discussions.
• Be fully present in customer interactions, listen actively, and ask thoughtful questions to understand priorities, challenges, and desired outcomes.
• Explore subtle signals - such as recurring frustrations, manual workarounds, or passing comments - to uncover needs that may not be immediately apparent.

Technical Support & Problem-Solving

• Provide expert-level technical support, troubleshoot issues, and serve as the primary contact for customer technical and service inquiries.
• Ask clarifying questions to understand the underlying workflow, business impact, and root cause of an issue.
• Train customers on product capabilities and best practices, helping them build confidence and achieve success with the technology.

Value Realization & ROI Measurement

• Ensure customers realize measurable value from their purchased product suite.
• Establish baseline metrics and deliver performance snapshots that demonstrate progress and ROI.
• Proactively identify usage gaps, adoption challenges, and missed opportunities to maximize value.
• Follow customer signals with deeper discovery to uncover operational inefficiencies, time savings, and other potential sources of value.
• Validate these opportunities with customers and connect them to measurable outcomes and agreed success criteria.

Renewals & Retention Planning

• Monitor contract end dates and proactively develop renewal plans aligned with customer goals and usage trends.
• Recognize early signals of disengagement, changing priorities, or unmet expectations, and investigate before they become renewal risks.
• Coordinate with Account Executives on contract renegotiations, pricing updates, and expansion discussions.
• Apply appropriate retention strategies to reduce churn risk and reinforce customer value.

Meetings & Strategic Touchpoints

• Schedule and lead regular cadence calls with super users to review usage, best practices, and improvement opportunities.
• Come prepared with relevant insights and purposeful questions, while remaining attentive to new information shared during the conversation.
• Facilitate quarterly business reviews (QBRs) with decision-makers to validate value delivered, review ROI against agreed success criteria, and plan next steps.
• Confirm understanding and translate discussions into clear actions, owners, and follow-through.

Expansion & Opportunity Identification

• Identify upsell and cross-sell opportunities based on customer needs, usage patterns, and feature adoption.
• Use discovery questions to understand the business need and expected value behind each opportunity.
• Collaborate with Account Executives to position relevant solutions and finalize additional contracts.

Internal Coordination & Communication

• Communicate customer feedback, enhancement requests, and feature gaps to the Product team, including the underlying need and business impact.
• Collaborate with Support, Implementation, and Product teams to resolve customer issues efficiently.
• Share customer insights and recurring patterns that can improve team practices and the broader customer experience.

Who We’re Looking For

• Drivers, not Passengers: You bring enthusiasm, initiative, and a hunger to learn and contribute. Experience is a plus, but mindset and drive matter most.
• Present & Engaged Partners: You come prepared, give customers your full attention, and listen to understand. You notice details and follow up on what matters.Curious Learners: You ask thoughtful questions, clarify meaning, and dig beyond the first answer. You reco
• gnize that a passing comment can reveal a meaningful opportunity to improve customer outcomes.
• Strong Communicators: You pair clear communication with analytical thinking and technical aptitude, connecting customer challenges to practical solutions and measurable value.
• Coachable Teammates: You embrace feedback, adapt quickly, and continuously seek opportunities to improve.
• Self-Starters: You manage time proactively, follow through on commitments, and balance competing priorities effectively.
• Owners: You take accountability for outcomes and drive issues through to resolution.
• Innovators: You’re excited to use AI tools and experiment with new approaches to improve efficiency and customer engagement.

Why You’ll Love Working Here

• 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, curiosity, and service.
• Grow your skills through mentorship, peer collaboration, and cross-team learning.

Salary range: $55,000 USD to $65,000 USD. 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.

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.