Technical Account Manager

The Descartes

8d • Remote

About The Position

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 primary technical contact. This individual will focus on maintaining strong relationships with key stakeholders, provide guidance to reach business goals and troubleshooting technical issues.

Requirements

• 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.

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.

Benefits

• Work remotely from anywhere in North America with flexible autonomy.
• Grow your skills with access to mentorship, peer collaboration, and cross-team learning.
• competitive compensation
• great benefits
• remote and flexible work hours

What This Job Offers

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