Solutions Consultant- Technical Account Manager

The Descartes

11d • $65,000 - $75,000 • Remote

About The Position

Descartes is seeking a Solutions Consultant to support existing customers using Descartes Sellercloud and Peoplevox. The role is suited to an experienced account management or customer success professional, or someone with a strong background in e-commerce and logistics. The consultant manages a portfolio of customers, understands their business goals, and helps them get greater value from Descartes solutions. Working across customers, technical teams, and product management, the consultant provides practical recommendations to strengthen retention, uncover expansion opportunities, and build customer advocacy.

Sellercloud helps multichannel sellers manage listings, inventory, orders, purchasing, warehouse operations, and shipping in one platform. Peoplevox is a warehouse management system for direct-to-consumer brands and e-fulfilment operations, focused on inventory accuracy and efficient pick-and-pack workflows. Together, the solutions connect sales channels with fulfilment and help customers scale operations.

The role has full accountability for a set of client accounts and acts as a product and e-commerce domain expert. It includes customer education, business reviews, customer health monitoring, satisfaction and NPS, first-stage escalations, complex case ownership, and recommendations on product configuration and operations. The consultant also evaluates churn risks and customer feedback to identify product gaps, feature limitations, usability barriers, and expectation gaps that can inform product roadmap priorities. Department contributions include helping evolve culture and strategy, onboarding new starters, sharing complex workaround patterns, and owning some reporting, analysis, and internal enablement sessions.

This is a remote position. The salary range is $65,000–$75,000 USD plus bonus. Descartes describes its workplace as offering competitive compensation, great benefits, remote and flexible work hours, work-life balance, and opportunities for advancement.

Requirements

• Excellent verbal, presentation, and written communication skills, including the ability to chair meetings, host webinars, and consultatively challenge flawed client logic.
• Extensive understanding of e-commerce operations, direct-to-consumer fulfilment workflows, marketplace integrations such as Amazon, Walmart, eBay, and Shopify, ERP workflows, and logistics.
• Strong technical acumen and an analytical, non-emotional approach to evaluating churn trends, exit feedback, and operational misalignment.
• Strong relationship management abilities to engage stakeholders from business owners through executives.
• Ability to work remotely in a self-driven and self-sufficient manner, with strong time management skills.

Nice To Haves

• Proven customer satisfaction or customer NPS results.
• Experience with warehouse management systems, ERP solutions, or IMS/OMS solutions.
• Demonstrable experience in a similar Technical Account Management, Customer Success, or Solutions Consulting role that includes issue resolution and escalation management.
• Deep, hands-on expert knowledge of Descartes modules, including Inventory, Order Management, Listings, Shipping, Warehouse Management, and APIs, and of warehouse systems/WMS solutions.

Responsibilities

• Manage a portfolio of client accounts with full accountability, ensuring alignment across Descartes products.
• Serve as the product and e-commerce domain expert for the portfolio; investigate reported issues and communicate actionable feedback to Product Management and R&D.
• Attend scheduled customer calls and educate users on how to use Descartes software effectively.
• Prepare for and conduct business reviews, monitor customer health, and act to maintain customer satisfaction and NPS.
• Manage first-stage escalations and maintain end-to-end ownership of complex escalated cases.
• Identify best practices for operating Descartes products in each use case, ensure client configurations meet customer needs, and make operational recommendations.
• Conduct objective, data-driven evaluations of significant churn risks and high-friction accounts across the customer base.
• Analyze quantitative and qualitative feedback from departing customers to identify product gaps, feature limitations, or usability barriers.
• Diagnose misalignment between client operational needs and platform scope, identifying expectation gaps to inform product roadmap priorities.
• Contribute to department culture, strategy, and plans.
• Participate in onboarding new starters and share complex workarounds or edge-case capabilities across internal teams.
• Take ownership of some departmental reporting, analysis, and internal enablement sessions.

Benefits

• Competitive compensation and bonus opportunity.
• Great benefits.
• Remote and flexible work hours.
• Work-life balance.
• Opportunities for advancement across a broad spectrum of career paths.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed