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Title:  Customer Success Manager

Location: 

US

About Descartes: 

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. 

 

Position Summary:

As a Customer Success Manager for Descartes Aljex, your primary focus will be developing and maintaining the relationship with your assigned customer accounts.  As their primary point of contact, you will be responsible for the day-to-day and long-term success strategies of these accounts by learning their business profile and ensuring they are using our product successfully.  The responsibilities are customer-driven and therefore wide-ranging, requiring adaptability and creativity. 
 

Who we are looking for?
We are looking for people to join our team that are service minded, goal oriented, and results driven.  Additionally, the ideal candidate will have experience supporting supply chain and logistic companies of all sizes and mode types. If you are looking for a competitive base salary, bonus opportunity, advancement from within, and a fast paced and exciting work environment – apply today!  

 

Position Description

  • Be the customer’s primary point of contact and manage their day-to-day needs specific to their use of the Descartes Aljex System
  • Build and maintain relationships with key customer contacts and develop a working understanding of their business model to maximize their use of Descartes Aljex System
  • Lead Customer Success Meetings to educate customers on new features, best practices, and collect feedback from users to improve their experience
  • Manage the entire onboarding process for new customers, beginning to end – from sales handover to configuration to training, ensuring customers rollout the Descartes Aljex software successfully
  • Deliver confident training sessions which educate and enable new users, illustrating the benefits of the Descartes Aljex software, effectively communicating value to customers and instilling confidence and belief in the Descartes Aljex system
  • Be proactive in identifying and remedying customer issues that are preventing them from using the Descartes Aljex system optimally
  • Leverage other internal departments to find solutions to a variety of customer needs with focuses on customer satisfaction and revenue growth
  • Engage with customers and develop action plans to mitigate any potential risk of churn
  • Develop a strong understanding of products and services integrated with Descartes Aljex software
  • Travel less than 10%

 

Qualifications

  • Minimum of 3 years of experience in supply chain, logistics, or transportation services is required.
  • Minimum of 3 years of experience in a customer-facing role with a proven track record of driving customer satisfaction in a project-driven environment is required.
  • Excellent verbal and written communication skills (with examples). Must be able to take information from other departments and communicate them to your customers in a clear, concise manner.
  • Experience in supply chain, logistics, or transportation services, especially in a brokerage environment
  • Ability to utilize interpersonal skills to build business relationships quickly.
  • Strong organizational and project management skills and
  • Experience working in for a SaaS software product company a plus 
  • Experience with systems testing and troubleshooting.

 

Location: This is a remote role open to applicants authorized to work in 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.  

 

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. 

 

At Descartes, everyone has a voice and the best argument 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. 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. 

 

Due to COVID-19, we've implemented a virtual hiring process and continue to interview candidates by phone or video (Microsoft TEAMS) and are on-boarding new hires remotely. We value the safety of each member of our community because we know we're all in this together. 

 

We are an Equal Employment/Affirmative Action 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 Veteran status, or any other characteristic protected by federal, state, or local law. For more information about our commitment to equal employment opportunity, please review our EEO is the Law, Pay Transparency Nondiscrimination Statement, EEO/AA Statement. Descartes participates in the E-Verify program. Please click below to learn more about the E-Verify program. Notice of E-Verify Participation Right to Work (English and Spanish)
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. 

 

 


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