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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. 

 

 

As a Customer Success Representative for our Descartes MacroPoint product your primary focus will be establishing and maintaining product success for some of our largest customers. As their primary point of contact, you will be responsible for the day-to-day and long-term success strategies of your assigned customer base. The responsibilities are customer-driven and therefore wide-ranging, requiring adaptability and creativity. 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 trucking companies of all sizes. 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 the Descartes MacroPoint Platform
  • Build/maintain relationships with key customer principals and develop a working understanding of their business model and Descartes MacroPoint value alignment
  • Leverage other internal departments to find solutions to a variety of customer needs with focuses on customer satisfaction and revenue growth
  • Manage communication cadence for your assigned customer base
  • Be proactive and creative in identifying and remedying customer issues that are preventing their maximization of the Descartes MacroPoint product
  • Train customers on the features and value of Descartes MacroPoint across various users (Director, Manager, Staff)
  • Look for new, creative ways to increase customer’s utilization of Descartes MacroPoint
  • Provide support in areas of integration and carrier activation as needed
  • Travel less than 10%

 

Qualifications

  • 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.
  • 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.
  • Ability to build business relationships quickly.
  • Strong ability to project manage.
  • Strong organizational skills.
  • Experience working in for a SaaS software product company a plus 
  • Experience in supply chain, logistics, or transportation services
  • Experience with systems testing and troubleshooting.

 

Offer
We offer a flexible and casual work environment, as well as mentorship and on-the-job training to support your personal growth. You will have an opportunity to contribute new ideas and we welcome your fresh perspective.


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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