Technical Account Manager - Transportation Management Systems (US)
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.
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. That’s why we’re looking for a Technical Account Manager (TAM) who thrives in building/maintaining customer relationships, providing technical support, and wants to make a real impact helping customers achieve measurable value with MacroPoint and MyCarrierPortal.
About the Role
We are looking for a Technical Account Manager (TAM) to drive engagement across MacroPoint and MyCarrierPortal. This role is designed to maximize customer value realization and adoption across a broad set of Enterprise accounts through building strong relationships and acting as primary technical contact. This individual will focus on maintaining strong relationships with key stakeholders, provide guidance to reach business goals and troubleshooting technical issues.
Customer Engagement & Relationship Management
- 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.
Technical support and problem-solving:
- 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.
Value Realization & ROI Measurement
- 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.
Renewals & Retention Planning
- 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.
Meetings & Strategic Touchpoints
- 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.
Expansion & Opportunity Identification
- Identify upsell and cross-sell opportunities based on