Technical Account Manager
RemoteUnited Kingdom or Canada
Job Summary
Own and grow a portfolio of customer accounts, achieving high retention while identifying opportunities for account expansion. Increase product adoption across your customer portfolio by helping clients implement best practices and fully leverage the capabilities of Descartes Peoplevox. Conduct regular business reviews that align customer objectives with measurable outcomes, resulting in improved customer health and engagement. Maintain high Net Promoter Score (NPS) results by proactively identifying risks, resolving issues, and acting as a trusted advisor. Manage customer escalations effectively, coordinating internal teams to deliver timely, customer-focused resolutions while maintaining strong executive relationships. Develop deep expertise in eCommerce operations and fulfilment, providing strategic recommendations that improve operational efficiency. Contribute to the continuous improvement of the Customer Success function by supporting new team member onboarding, sharing best practices, and using reporting to drive operational improvements.
Required Qualifications
- Experience in Technical Account Management, Customer Success, Account Management, or a similar customer-facing role
- Strong understanding of eCommerce operations, fulfilment, logistics, or supply chain processes
- Ability to build trusted relationships with stakeholders ranging from operational users to executive decision-makers
- Strong technical aptitude with the ability to understand customer configurations and recommend practical solutions
- Excellent verbal, written, presentation, and facilitation skills, including leading customer meetings and webinars
- Strong analytical and problem-solving skills with the ability to interpret customer data and identify opportunities for improvement
- Experience managing customer issues, prioritising activities, and coordinating successful resolutions
- Excellent organisational and time management skills with the ability to work independently in a remote, global environment
- Fluent English communication skills
Desired Qualifications
- Experience with Sellercloud or comparable Order Management Systems (OMS)
- Experience with Warehouse Management Systems (WMS), Inventory Management Systems (IMS), ERP platforms, or related supply chain technologies
- Demonstrated success improving customer satisfaction, retention, or Net Promoter Score (NPS)
- Experience supporting complex eCommerce businesses or fulfilment operations
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