The Descartes
Technical Account Manager (US)
Remote Technical Account Management role with clear candidate location fit.
PostedJun 18, 2026
Eligible countries3 accepted countries
Seniority signalLead
Work settingRemote
Accepted candidate locations
CanadaMexicoUSA
Role overview
Technical Account Manager (US)
Requirements and responsibilities
Readable role content extracted into sections for faster review.
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 customer needs, usage patterns, and feature adoption.
- Work collaboratively with Sales to position value-add solutions and finalize additional contracts.
Internal Coordination & Communication
- Communicate customer feedback, enhancement requests, and feature gaps to Product team.
- Collaborate with Support, Implementation, and Product teams to resolve customer issues efficiently.
Who We’re Looking For
- Drivers, not Passengers: You bring enthusiasm, energy, and confidence to dive in and help move us forward. Experience is a plus, but mindset and drive matter most.
- Strong Communicators: You pair clear communication with analytical thinking and tech-savviness.
- Curious Learners earners: You ask the right questions to understand customer needs and stay up to date on logistics and SaaS best practices.
- Coachable Teammates: You embrace feedback, adapt quickly, and continuously look to improve.
- Self-Starters: You manage time proactively, follow through on commitments, and balance competing priorities with grace.
- Owners: You take accountability for outcomes, driving solutions instead of excuses.
- Innovators: You’re excited to leverage AI tools and experiment with new approaches to drive efficiency and improve 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 and service.
- Grow your skills with access to mentorship, peer collaboration, and cross-team learning.
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Location eligibility
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