[Remote] TMS 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 that helps businesses optimize their operations. They are seeking a Technical Account Manager to drive customer engagement and value realization through proactive outreach, education, and support for their TMS solutions.

Responsibilities

• 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
• 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
• 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
• 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
• 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 drive engagement across multiple platforms
• Strong communication skills
• Analytical thinking and tech-savviness
• Curiosity to understand customer needs
• Ability to adapt quickly and embrace feedback
• Proactive time management and follow-through on commitments
• Accountability for outcomes and driving solutions
• Willingness to leverage AI tools and experiment with new approaches
• Experience in logistics and SaaS best practices
• Background in program management
• Experience in customer education and enablement

Benefits

• Competitive compensation
• Great benefits
• Remote and flexible work hours

Company Overview