[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.ResponsibilitiesBuild and maintain strong relationships with decision-makers, super users, and key contacts across all assigned accountsServe as the primary point of contact for value-focused conversations, performance reviews, and strategic discussionsProvide expert-level technical support, troubleshoot issues, and act as the main point of contact for customer technical and service inquiriesTrain customers on products, ensure client satisfaction, and help them achieve success with the technology solutionsEnsure customers are realizing measurable value from the product suite purchasedBenchmark performance against baseline metrics and deliver performance snapshots that demonstrate ROIProactively identify usage gaps, adoption challenges, or missed opportunities to maximize valueMonitor contract end dates and proactively develop renewal plans, ensuring alignment with customer goals and current usage trendsCoordinate with Sales for contract renegotiations, pricing updates, or expansion discussionsApply appropriate retention plays to reduce risk of churnSchedule and lead regular cadence calls with super users to review usage, best practices, and improvementsFacilitate QBRs with decision-makers to validate value delivered, review ROI against agreed success criteria, and plan next stepsIdentify upsell and cross-sell opportunities based on customer needs, usage patterns, and feature adoptionWork collaboratively with Sales to position value-add solutions and finalize additional contractsCommunicate customer feedback, enhancement requests, and feature gaps to Product teamCollaborate with Support, Implementation, and Product teams to resolve customer issues efficientlySkillsExperience in building and maintaining customer relationshipsAbility to provide expert-level technical support and troubleshoot issuesExperience in training customers on products and ensuring client satisfactionAbility to benchmark performance against baseline metrics and deliver performance snapshots that demonstrate ROIExperience in monitoring contract end dates and developing renewal plansAbility to schedule and lead regular cadence calls with super usersExperience in identifying upsell and cross-sell opportunitiesAbility to communicate customer feedback and collaborate with internal teamsStrong communication skills paired with analytical thinking and tech-savvinessAbility to ask the right questions to understand customer needsAbility to manage time proactively and balance competing prioritiesAccountability for outcomes and driving solutionsExcitement to leverage AI tools and experiment with new approachesExperience in logistics and SaaS best practicesExperience in a technical account management roleExperience with MacroPoint and MyCarrierPortalBenefitsWork 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.Company OverviewDescartes provides cloud-based logistics and supply chain management solutions to improve productivity for businesses. It was founded in 1981, and is headquartered in Waterloo, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is https://www.descartes.com/.