Solutions Consultant- Technical Account Manager

Descartes Group; Southwestern Ontario; Hybrid; CAD 91,000 - 105,000; Full time

Job summary

The Descartes Systems Group Inc. is seeking a Solutions Consultant to support customers using Descartes Sellercloud and Peoplevox.

You will manage a portfolio, understand business goals, and help clients derive value from our Descartes solutions, working across customers, technical teams, and product management. Ideal candidates have strong account-management or customer-success background, with knowledge of e-commerce and logistics, and can operate effectively in a remote, distributed team.

Qualifications

• Excellent verbal, presentation, and written communication skills.
• Extensive understanding of e-commerce operations and D2C fulfilment.
• Strong relationship management with stakeholders at all levels.
• Analytical, data-driven mindset for churn and usability insights.
• Ability to work independently in a remote environment.

Responsibilities

• Own a set of client accounts and align Descartes products.
• Act as product and e-commerce domain expert for portfolio.
• Educate users on leveraging the platform during calls.
• Prepare business reviews, monitor Customer Health, and maintain high NPS.
• Manage escalations and end-to-end ownership of complex cases.
• Identify best practices for operating Descartes products in use cases.

Skills

Communication

E-commerce knowledge

Customer relationships

Data-driven mindset

Remote work

Job description

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 26,000 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.

We are seeking a Solutions Consultant to support existing customers using Descartes Sellercloud and Peoplevox. This role is suited to an experienced account management or customer success professional, or someone with a strong background in e-commerce and logistics. You will manage a portfolio of customers, understand their business goals, and help them get greater value from their Descartes solutions. Working across customers, technical teams, and product management, you will provide practical recommendations that strengthen retention, uncover expansion opportunities, and build customer advocacy. Sellercloud helps multichannel sellers manage listings, inventory, orders, purchasing, warehouse operations, and shipping in one platform. Peoplevox is a warehouse management system designed for direct-to-consumer brands and e-fulfilment operations, with a focus on inventory accuracy and efficient pick-and-pack workflows. Together, these solutions help customers connect their sales channels with fulfilment and scale their operations.

Key Responsibilities

Customer Management & Strategic Guidance

• Have full accountability for a set of client accounts, ensuring alignment across Descartes products.
• Act as the definitive product and e-commerce domain expert for your portfolio, conducting high-level investigations of reported issues and shaping feedback into actionable communications for Product Management and R&D.
• Attend scheduled calls with existing customers to educate users on how to leverage the platform effectively using Descartes software.
• Prepare for and operate business reviews, monitor and act on Customer Health, and maintain high levels of Customer Satisfaction and NPS.
• Manage first-stage escalations and maintain end-to-end ownership of complex escalated cases.
• Identify the best practice of operating Descartes Products in each use case, ensuring client configurations meet their needs and making operational recommendations accordingly.

Product Health & Churn Diagnostics

• Step back from day-to-day interactions to conduct objective, data-driven evaluations of significant churn risks and high-friction accounts across the customer base.
• Analyse quantitative and qualitative feedback from departing customers to pinpoint root-cause product gaps, feature limitations, or usability barriers.
• Diagnose structural misalignment between client operational needs and native platform scope—identifying where expectation gaps occur to inform future product roadmap priorities.

Department Development

• Input into and help evolve department culture, strategy, and plans.
• Participate in onboarding new starters and share complex workaround patterns or edge-case capabilities across internal teams.
• Take ownership of some of the department's reporting, analysis, and internal enablement sessions.

Key Qualifications & Expertise

Required Capabilities

• Communication: Excellent verbal, presentation, and written communication skills, including the ability to chair meetings, host webinars, and confidently push back to consultatively guide clients away from flawed logic.
• Domain Knowledge: Extensive understanding of e-commerce business operations, direct-to-consumer (D2C) fulfilment workflows, marketplace integrations (Amazon, Walmart, eBay, Shopify), ERP workflows, and logistics.
• Technical & Analytical Acumen: Strong technical acumen combined with an analytical, non-emotional mindset capable of evaluating churn trends, exit feedback, and operational misalignment from a data-driven perspective.
• Customer Relationship Skills: Strong relationship management abilities to engage with all levels, from business owners to executive stakeholders.
• Self-Sufficiency & Time Management: Ability to be self-driven and self-sufficient working remotely from the wider team with strong time management skills.

Desired Capabilities

• Proven customer satisfaction / customer NPS results.
• Experience with warehouse management systems, ERP solutions, or IMS/OMS solutions.
• Demonstrable experience in a similar Technical Account Management, Customer Success, or Solutions Consulting role that includes issue resolution and escalation management.
• Descartes Product Mastery: Deep, hands-on expert knowledge of Descartes modules (Inventory, Order Management, Listings, Shipping, Warehouse Management, and APIs) and warehouse systems / WMS solutions.

Location & Salary Range

This is a remote position, and the salary range for this role is $65,000–$75,000 USD plus bonus. 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.

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.

We conduct a mix of in-person and virtual interviews. Virtual interviews are held via Microsoft Teams and are recorded and transcribed. We may utilize AI tools to support our hiring team in notetaking, summarization, and internal training. AI tools are not used in our recruitment process for decision-making purposes. Recordings, transcripts, and notes are used for recruitment, including improvement of our process, and record-keeping purposes. Should you have any questions or concerns about our process, please connect with our hiring team in advance of scheduled interviews.

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. 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 [e-mail]. 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.