About the job

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.

Mission – Why This Role Exists

As a Technical Account Manager, you will help our customers maximise the value of their investment in Descartes Peoplevox. By building trusted partnerships, understanding each customer's business objectives, and providing strategic guidance, you will drive product adoption, improve customer outcomes, and strengthen long-term customer retention and growth. Your success is measured not just by customer satisfaction, but by helping customers achieve meaningful business improvements through our technology.

Outcomes – What Success Looks Like

Within the first 12–24 months, you will:

• Own and grow a portfolio of customer accounts, achieving high customer retention while identifying and supporting opportunities for account expansion.
• Increase product adoption across your customer portfolio by helping customers implement best practices and fully leverage the capabilities of Descartes Peoplevox.
• Conduct regular business reviews that align customer objectives with measurable business outcomes, resulting in improved customer health and engagement.
• Maintain high customer satisfaction and Net Promoter Score (NPS) results by proactively identifying risks, resolving issues, and acting as a trusted advisor.
• Manage customer escalations effectively, coordinating internal teams to deliver timely, customer-focused resolutions while maintaining strong executive relationships.
• Develop deep expertise in eCommerce operations and fulfilment, providing customers with strategic recommendations that improve operational efficiency and business performance.
• Contribute to the continuous improvement of the Customer Success function by supporting new team member onboarding, sharing best practices, contributing to departmental initiatives, and using reporting and analysis to drive operational improvements.
•