Technical Account Manager- Freight Brokerage
Descartes GroupDescartes 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.
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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.
Mission — Why This Role Exists
Drive customer retention, growth, and long-term success by helping freight brokers maximize the value of Descartes' Transportation Management System (TMS) solutions. As a trusted advisor, you will combine freight brokerage expertise, strong customer relationships, and data-driven insights to improve product adoption, protect recurring revenue, and identify opportunities for account expansion.
Outcomes — What Success Looks Like
• Customer Retention: Build trusted relationships, proactively manage account health, and drive successful renewals to minimize churn and achieve revenue retention targets.
• Customer Value & Adoption: Help freight brokers optimize LTL and FTL workflows, increase TMS adoption, and achieve measurable operational improvements.
• Revenue Growth: Identify and develop upsell and cross-sell opportunities that expand subscription revenue and increase customer value.
• Customer Satisfaction: Conduct regular business reviews, address challenges proactively, and improve customer satisfaction measured through CSAT and NPS.
• Customer Advocacy: Collaborate with Product, Support, Sales, and Onboarding teams to resolve customer issues and translate feedback into product improvements.
• Account Performance: Use CRM data, product usage metrics, and customer success plans to manage account priorities, track performance, and deliver measurable results.
• Skills & Competencies — How the Work Gets Done 5–6 years of experience in account management, customer success, or a similar customer-facing role, ideally within freight brokerage, logistics, or SaaS.
• Strong understanding of freight brokerage operations, including LTL and FTL transportation workflows and TMS solutions.
• Proven ability to build customer relationships, manage renewals, negotiate effectively, and identify growth opportunities.
• Strong communication, problem-solving, and stakeholder management skills, including the ability to navigate difficult customer conversations.
• Data-driven approach to managing customer health, retention, product adoption, and revenue growth.
• Ability to manage multiple accounts and priorities while collaborating effectively across teams.
• Experience with CRM and business applications, including HubSpot, Jira, and Microsoft Office.
• Familiarity with logistics technology integrations, databases, or accounting processes is an asset.
Culture Add: TEAM Values
We value team members who communicate with transparency, sharing information openly and building trust across functions. You bring excellence and expertise to your craft, holding a high bar for qua