Technical Account Manager - Transportation Management Systems

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 the primary technical contact.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Communicate customer feedback, enhancement requests, and feature gaps to Product team.
• Collaborate with Support, Implementation, and Product teams to resolve customer issues efficiently.

Requirements

Drivers, not Passengers: You bring enthusiasm, energy, and confidence to dive in and help move us forward.

Strong Communicators: You pair clear communication with analytical thinking and tech-savviness.

Curious Learners: You ask the right questions to understand customer needs and stay up to date on logistics and SaaS best practices.

Coyable 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, drive solutions instead of excuses.

Innovators: You’re excited to leverage AI tools and experiment with new approaches to drive efficiency and improve customer engagement.

Qualifications

• Experience in a similar role is a plus, but mindset and drive matter most.
• Technical background in logistics and supply chain management is preferred.
• Ability to communicate effectively with both technical and non-technical audiences.
• Strong problem-solving and troubleshooting skills.
• Excellent interpersonal and relationship-building skills.
• Ability to work independently and manage multiple projects simultaneously.
• Proficiency in Microsoft Office Suite.

Skills

• Strong understanding of logistics and supply chain management principles.
• Experience with enterprise software solutions.
• Excellent communication and presentation skills.
• Ability to work effectively in a remote or hybrid work environment.
• Knowledge of AI and automation tools.

Benefits

At Descartes, 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.

Pay

This is a remote position, and the salary range for this role is $55,000–$65,000 USD.

Schedule

This is a full-time position with flexible work hours.