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Title:  Customer Success Manager

Location: 

Gateshead, GB, NE11 0NQ

About Descartes: 

Descartes (TSX:DSG) (Nasdaq:DSGX) is the global leader in providing on-demand, software-as-a-service solutions focused on improving the productivity, performance and security of logistics-intensive businesses. Descartes has over 147,000 parties using its cloud based services. Customers use our modular, software-as-a-service solutions to route, schedule, track and measure delivery resources; plan, allocate and execute shipments; rate, audit and pay transportation invoices; file customs and security documents for imports and exports; and complete numerous other logistics processes by participating in the world's largest, collaborative multimodal logistics community. Our headquarters are in Waterloo, Ontario, Canada and we have offices and partners around the world. Learn more at www.descartes.com.

Why join Descartes Kontainers right now?

  • Make an Impact: As one of the first CSMs, you can help shape the future of Customer Success at Descartes by contributing to overall strategy and processes, communication plan, playbooks, team culture, etc.
  • Collaborate: Work with a diverse group of smart and dedicated team members from various departments including n Sales, Product, Marketing, Implementation, etc. Our teams thrive due to our commitment and no-ego culture. Check out our team values and Descartes Life culture on LinkedIn
  • Learn and Grow: We are committed to your personal growth and success, let us help you enhance your skillsets through our professional development program. Limitless opportunities to grow and move within Descartes’ family.
  • Support our Logistics and Supply Chain heroes: Our 20k+ customers across 15+ countries keep the world moving even when everything seems to be on hold. You can make a difference by helping our customers continue supporting essential businesses. 
  • Be part of our Descartes global family: As a $6.3 Billion Canadian tech company with global offices around the world, we have strong brand recognition globally with over 15k+ employees.
  • Flexible work environment: Opportunity to work remote at flexible times that work for both you and our global customers.

 

What are we looking for?
An experienced, superstar Customer Success Manager like yourself who will manage your own portfolio of customers to strengthen retention, increase expansion and cultivate advocacy. You love working with our customers to understand and continuously align to their business goals and to optimize the value they are getting out of Descartes by acting as their strategic advisor and providing insights, best practices, and recommendations.

 

How you will help us

  • Being the customer’s primary point of contact and manage their day-to-day needs specific to the Descartes MacroPoint Visiblity Platform
  • Develop and maintain relationships with key customer contacts to build a working understanding of their business model to bring a value alignment with Descartes MacroPoint 
  • Engage with customers and develop action plans to mitigate any potential risk of churn
  • Drive Customer Success by working with customers and their carrier base to identify ways to increase successful tracking of their shipments
  • Leverage other internal departments to find solutions to a variety of customer needs with focuses on customer satisfaction and revenue growth
  • Coach customers on best practices and data utilization for the MacroPoint Visibility Platform
  • Provide support in areas of integration and carrier activation as needed
  • Become an extension of our customers’ team and identify opportunities of growth and nurture customers into advocates to further Descartes’ goals

 

Your superpowers to help you succeed

  • 3-5 years’ experience in Customer Success, Account Management or Consulting in B2B SaaS
  • Exceptional presentation, written, and oral communication skills
  • Strong organizational skills and ability manage multiple projects at the same time.
  • Awesome emotional intelligence, relationship building skills to cultivate positive customer experiences and life-long partnerships
  • Naturally inquisitive and wants to understand the root cause of any problem and able to dig deep into complex issues while having a solution-oriented mind
  • Track record of taking initiative and keen interest in continuous learning and improvement
  • Must have experience working in supply chain, transportation, or brokerage. 


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