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 we continue to scale our business and market reach, we are looking to add a Customer Success Manager to our warehouse management solutions team in North America. Reporting to the Vice President eCommerce Customer Success, you will manage a portfolio of customer to 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.
What’s in it for you
Empowerment and influence. You want to step up the challenge of helping drive real value for our customers through systematic hands-on engagement and leverage your problem solving skills to show customers how to get the most of our technology then this is an amazing opportunity for you. This role is a chance to be a key member of the eCommerce team to drive revenue, increase product usage and expand customer advocacy by drawing on your expertise to implement organized, data driven customer engagement. We don’t have all the answers, we are looking for someone who embraces a challenge and wants to bring their experience and critical thinking skills to the team.
Professional advancement. At Descartes, we value the contributions that each of our employees makes towards achieving our corporate goals. We strive to ensure that each team member has the tools and support they need to make valuable contributions. This will be your chance to truly map out your career in tandem with our continued growth as a company. You will have the chance to collaborate with and learn from globally recognized industry leaders who pride themselves in delivering quality services and market-leading innovations.
- Build and execute an effective customer success plan for each of your customers.
- Monitor product usage in search of educational opportunities for customers.
- Maintaining high levels of Customer engagement, satisfaction and NPS
- Manage first-stage escalations.
- Identify and educate customers on the best practices of operating our WMS solutions.
- Ensuring that customers’ configuration meets their needs.
- Validate with customers that they are getting the value they expect with our products.
- Be/become a subject matter expert in warehouse operations.
- Increase customer advocacy for referrals, case studies, press releases.
- You have a minimum of three years of experience in Customer Success with eCommerce SaaS technology.
- You are experienced in building client relationships. You have demonstrated success in forging connections with customers and developing long-lasting relationships based on trust and prompt service delivery.
- You are well versed in Account Management and have excelled at listening to customer needs in order to identify upsell opportunities for existing services or expansion opportunities with other products.
- You have a thirst for problem solving. Your greatest reward is finding new value through the use of technology for a customer.
- You are a subject matter expert and comfortable advocating for change to drive value for your customers.
- Phone communications is second nature without any hesitancy. You love to reach out and help, educate, communicate, and facilitate.
- You are self-driven and self-sufficient, working remotely from the wider team.
Salary Range: $55,000 to $70,000 USD “Compensation information provided is a good faith estimate for this position only. Factors that may be used to determine your actual salary may include your specific skills as well as the years of experience you have. Similar positions located in different geographic regions will not necessarily receive the same compensation.”
Location: This is a remote position based out of your home office, open to applicants authorized to work in Canada or the United States. #LI-Remote
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 idea 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.
Through COVID-19, we implemented a virtual hiring process and continue to interview and onboard candidates by video using Microsoft TEAMS. We record interviews and use them strictly for quality assurance, training and general record keeping purposes. Should you have any questions about this process, please connect with our hiring team in advance of scheduled interviews. 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 [email protected]. 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.
To apply, please visit the following URL:https://jobs.descartes.com/job/Customer-Success-Manager/573813017/?feedId=349560&utm_source=CareerSite&tcsource=apply&utm_campaign=Descartes_WordPress→