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 22,000 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.

The Descartes Customer Success Management Team is available to the customers’ management and super users to help drive adoption, address support issues, and optimize their experience on the platform. Our team makes an impact on the growth and success of their portfolios and the company, partnering with customers to increase expansion and engagement. Acting as trusted advisors they cultivate advocacy, delivering insights, best practices, and value-added recommendations. As we continue growing our customer base, we are seeking a dynamic and proactive Long Tail/Tech Touch Customer Success Manager (CSM) to join our team. As the Long Tail/Tech Touch CSM, you will be responsible for managing approximately 1,500 customers using digital outreach and reactive communication strategies. Your primary goal will be to keep customers engaged and informed about Descartes, VC, and the overall status of their accounts. You will curate information from marketing, generate broad outreach and targeted messaging campaigns. Additionally, you will handle customer communication and discovery, as well as supporting administrative tasks to help customers that encounter issues with their subscriptions. Your troubleshooting skills and commitment to account retention will be crucial in this role.

What’s In It for You

Exposure. You want to channel your expertise in the industry (Global Trade, Import, Export), and support SaaS products and relationship building towards solving complex problems for customers with dedication, integrity, and high ethical standards. At Descartes, we take a bottom-up approach, giving voice and opportunity to every team member to make an impact on how we evolve to attract and retain more customers. This is a chance to work with top strategic global clients, create engagement with customized solutions, and collaborate with internal sales and product teams. In addition, you will gain exposure to our other products and solutions. This is not project-based work but an opportunity to nurture ongoing trust with your clients.

Career Growth. You want to collaborate with and learn from globally recognized industry leaders who pride themselves on delivering quality services and market-leading innovations. At Descartes, we foster a high-performance, team-oriented culture and provide a place where you can pursue your goals. You will help shape the team and build and adapt the processes to ensure customer success. You will be coached and supported as part of a growing team with the chance to move into a team lead or people manager role or across to another business area, including sales or implementation.

What You Will Do

Digital Outreach:

• Develop customer segment- specific content to educate, increase retention, and create expansion opportunities
• Develop and manage a content/promotion plan identifying themes, and segments
• Thoughtful re-packaging of marketing campaigns, newsletters, educational information
• Advertising of webinars, forums (eventual conducting of webinars/trainings)

Targeted mass cadence communication regarding:

•  Product Developments
•  Usage signaling risk/opportunity
•  General check-in/re-introduction of CSM

Customer Engagement: Escalation / Communication / Discovery:

• When customers ‘raise their hand’ from 1-many programs, CSM to follow up with customers that fall in this long tail segment (discovery, leads/oppty creation, address issues)

Churn Reduction / Mitigation: Responsiveness to customer issues

•  Terminations outside contract terms
•  Downsells
•  Integration/implementation changes
•  Outstanding AR
•  Merger/Acquisition
•  Misunderstanding of contract terms/mismatch to actual business needs
• Administrative Tasks:
• o Review customer contracts
• o Work with customer to ensure subscriptions align with value & usage of solution
• o Negotiate new agreements

What You Will Bring

The experience. You have 3-5 years of experience in a B2B customer-facing role with a background in Account Management, Customer Success, or SaaS product consulting. You understand and have the skills to manage pricing, renewals, and negotiations, all focusing on retention and growth. You possess a commercial mindset and focus on value for the customer.

Domain expertise. Preferred but not required: You have familiarity with customs brokerage, freight forwarding, supply chain management, international trade, logistics, or shipping industry practices.

The customer focuses. You have exceptional communication, presentation, written, and negotiation skills. You can build relationships to cultivate life-long business partnerships. You take a consultative approach to working with customers to engage and optimize their usage of software products. You are naturally curious and passionate about bringing clients the technological solutions they need to make their day more manageable and efficient.

The business planning. You can dig deep to understand your clients’ big-picture organizational goals and the root cause of business problems, effectively aligning solutions to address complex issues. You are metrics-driven and insightful, communicating progress towards the plan, identifying roadblocks, and overcoming barriers.

Location: This is a remote opportunity, open to applicants authorized to work in Canada or the United States.

Join Us

As we scale, we’re looking for new doers, collaborators and innovators to join Descartes in uniting the people and technology that move the world as the Global Leader in Logistics and Supply Chain Technology. We’re entrepreneurial, hardworking, geeky-in-a-good way problem solvers. Guided by our values, we nurture a TEAM focused culture that invests in people and creates opportunities for advancement across a broad spectrum of career paths. 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. At Descartes, everyone has a voice and the best idea wins, regardless of who makes it. 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.

Descartes also has a deep sense of environmental responsibility. Learn more about how we helped our customers save over 552,000 metric tons of CO2 in 2020 by reducing fuel and paper consumption: https://www.descartes.com/who-we-are/social-responsibility-sustainability/environmental-impact. Join a team that’s committed to working with customers to conserve resources and enhance sustainability.

If you feel you have 70% of the qualifications we are looking for, and Descartes sounds like the team and the mission you want to be part of, apply now. We can’t promise it will be a fit, but we do promise to consider your experience.

Through COVID-19, we implemented a virtual hiring process and continue to interview and onboard candidates by video using Microsoft TEAMS. We record interviews and use them strictly for quality assurance, training and general record keeping purposes. Should you have any questions about this process, please connect with our hiring team in advance of scheduled interviews. We value the safety of each member of our community because we know we’re all in this together.

We are an Equal Employment employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected status, or any other characteristic protected by federal, provincial, or local law. For more information about our commitment to equal employment opportunity, please review our Code of Business Conduct and Ethics at Descartes.com. Descartes is committed to working with and providing reasonable accommodations to job applicants with disabilities. Applicants in North America with a disability who require a reasonable accommodation for any part of the application or hiring process can email us at hrna@descartes.com. Provide your name and contact information along with the accommodation needed to assist you with the application process. Your request will be responded to as soon as possible. Reasonable accommodations will be determined on a case-by-case basis.