TMS Technical Account Manager - Macropoint

## About the Role As a Technical Account Manager at Descartes, you will play a critical role in ensuring mid-market customers achieve measurable value from MacroPoint and MyCarrierPortal. This involves developing and maintaining strong relationships with key decision-makers, understanding customer needs, and providing tailored solutions to drive product adoption and operational improvements. You will be part of a dynamic team that is passionate about delivering exceptional customer experiences and driving business growth through logistics and supply chain innovation.

The role requires a unique blend of technical expertise, business acumen, and interpersonal skills. You will work closely with cross-functional teams, including Sales, Product, Support, and Implementation, to resolve issues, identify opportunities, and develop strategies that enhance customer outcomes. Your ability to communicate complex technical concepts in a clear and concise manner will be essential in guiding customers toward effective solutions within SaaS platforms.

In this capacity, you will have the opportunity to make a significant impact on customer satisfaction, retention, and overall business performance. Your success will be measured by your ability to drive adoption, ensure customer satisfaction, and identify opportunities for growth and expansion.

## What You Will Do - Develop and execute strategic account plans to drive product adoption and customer retention - Build and maintain strong relationships with key decision-makers and influencers - Conduct regular business reviews to ensure customer satisfaction and identify opportunities for growth - Provide training and support to customers on MacroPoint and MyCarrierPortal - Troubleshoot technical issues and guide customers toward effective solutions - Collaborate with cross-functional teams to resolve issues and develop strategies that enhance customer outcomes - Analyze customer data to identify trends, opportunities, and challenges - Develop and deliver presentations to customers, showcasing the value of Descartes' solutions - Participate in sales calls to provide technical expertise and support - Identify opportunities for upselling and cross-selling - Develop and maintain a deep understanding of customer needs and industry trends

## What We Are Looking For - 2+ years of experience in Account Management, Customer Success, Technical Support, or another client-facing role - Experience in SaaS, logistics, supply chain, or transportation technology environments - Strong technical skills, with the ability to troubleshoot and resolve technical issues - Excellent communication, presentation, and interpersonal skills - Ability to build trusted relationships with both technical users and business decision-makers - Strong analytical and problem-solving skills - Experience with data analysis and interpretation - Ability to work in a fast-paced environment and prioritize multiple tasks and projects - Strong business acumen, with a focus on driving growth and revenue

## Nice to Have - Experience with CRM software and sales tools - Knowledge of supply chain management principles and practices - Certification in logistics or supply chain management - Experience with project management methodologies

## Benefits and Perks - Competitive compensation package - Comprehensive benefits, including health, dental, and vision insurance - Flexible and remote work arrangements - Opportunities for professional development and growth - Access to cutting-edge technology and tools - Collaborative and dynamic work environment - Recognition and reward programs - Paid time off and holidays

- Develop a strong understanding of SaaS platforms, logistics, and supply chain management to stand out as a candidate.

• Showcase your ability to build strong relationships with customers and drive long-term retention.
• Highlight your technical skills, including troubleshooting and problem-solving abilities.
• Prepare examples of how you have driven product adoption and ensured customer satisfaction in previous roles.
• Be prepared to discuss your experience with data analysis and interpretation, and how you have used data to inform business decisions.
• Research Descartes and its solutions to demonstrate your knowledge and interest in the company and role.
• Practice your presentation and communication skills to effectively showcase your skills and experience.