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.
Descartes Ecommerce is a division focused on helping businesses navigate ecommerce logistics challenges at every stage of growth.
Our shipping and fulfillment software helps small and midsize ecommerce merchants run efficient operations by automating shipping workflows so end-customers can get their orders on time and as expected. Shipping and fulfillment software is necessary for businesses of many shapes and sizes, and it is our team’s responsibility to help make sure they have the right tools for the job.
Whether helping merchants access their first commercial carrier accounts or leveraging our APIs to build custom, fully integrated shipping solutions, our onboarding team is responsible for our customer’s first interactions with our team. This is a critical part of our customer journey and one that requires discipline, attention to detail, comfort and fluency with data, and creative problem solving. Does this sound like you?
Your Role: Customer Success Operations & Onboarding Manager
You are a manager who loves operations. Similar to an MDR/SDR team, your team will respond to product generated leads. As customers sign up from various sources, your team is responsible for engaging them as quickly as possible and helping them get started with our shipping products.
You will touch multiple products and will inherit 5-6 direct reports from day 1. You report directly to the VP Customer Success for Descartes Ecommerce division.
You thrive with autonomy and clear goals. You have a license to try new things, work with operations to improve cadence and tooling used to accomplish the job and will be directly responsible for helping customers get to their initial moment of delight using our products.
For the right person, this is an incredible opportunity shape the processes and drive some of the most valuable interactions we can have with our customer base. Your team can make or break the difference between good or bad first impressions and success using our products.
Coach and develop a team to effectively educate, onboard and activate new customers
Ensure all activities are documented in our CRM measure and improve our performance
Meet or exceed monthly and quarterly new onboarding and activation metrics
Meet or exceed daily activity and response time metrics
Manage day to day onboarding operations
Coach, develop and grow the onboarding team
Streamline processes to enhance efficiency and effectiveness
Set and hold the team accountable to personal and team KPIs and professional standards
Test new approaches and identify gaps in tools, process, skill sets required to win
Use data analytics to identify trends, opportunities, and areas for improvement.
Translate customer feedback into actionable recommendations for leadership and the team.
Ensure the team is proficient in using these tools to maximize efficiency.
2+ years of experience as an SDR manager or CS Onboarding Operations in SaaS
2+ years of experience in sales, customer success, or account management
Experience managing lead generation motions
A passion for coaching and developing talent
Highly data-driven: constant optimization of activities and outputs
Expertise with Microsoft Dynamics, cadence tools or equivalent (Salesforce/Outreach)
Excellent at stakeholder management
Location: this is a remote opportunity, 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-Operations-Lead/575480217/?feedId=349560&utm_source=CareerSite&tcsource=apply&utm_campaign=Descartes_WordPress→