Client Success Strategist
4 weeks ago
Descartes: Bridging People and Technology for Global Mobility
In today's fast-paced world, the demand for streamlined, secure, and agile supply chains and logistics operations is more crucial than ever. Descartes combines cutting-edge technology, robust trade intelligence, and an extensive network to ensure that goods, information, transportation assets, and personnel reach their destinations promptly and efficiently.
As one of the most widely utilized logistics and supply chain technology firms globally, we empower over 26,000 clients with our cloud-based solutions, transforming their inventory and information management to boost productivity, enhance customer service, maintain competitive advantages, comply with evolving regulations, and adapt to dynamic market conditions. Descartes is publicly traded (Nasdaq:DSGX, TSX:DSG) and headquartered in Waterloo, Ontario, Canada, with a global presence through offices and partnerships. With over 16 years of record financial performance, we lead the industry in innovation investment. Our solutions are relied upon by logistics service providers, manufacturers, retailers, distributors, and other logistics-intensive businesses of all sizes. Learn more about us at our website.
Join Our Expanding Team
As we continue to broaden our customer base, we are seeking a Customer Success Manager to be a part of our remote North American team. In this pivotal role, you will support engagement with our MK Data product, a solution that adds value for leading global corporations while ensuring compliance with local and international regulations and sanctions. You will serve as a strategic advisor to our clients, sharing your expertise, insights, best practices, and recommendations. Your responsibilities will include understanding clients' business objectives and maximizing the value derived from our solutions. Ultimately, you will manage a portfolio of clients to enhance retention, drive expansion, and foster advocacy.
Benefits of Joining Us
Professional Development Opportunities – If you have experience in Account Management, B2B Consulting, or Customer Success, this role allows you to leverage your relationship-building and problem-solving skills to assist clients with dedication, integrity, and high ethical standards. At Descartes, we appreciate the contributions of every employee towards achieving our corporate objectives and ensure that each team member has the necessary tools and support to make impactful contributions. You will also have the opportunity to collaborate with and learn from industry leaders known for delivering quality services and innovative solutions.
Career Advancement – This is a growing field within the industry and our organization. You will play a role in shaping the team and adapting processes to ensure customer success. We provide coaching and support as part of a developing team. At Descartes, we promote a high-performance, team-oriented culture, offering a platform for you to pursue your career goals. Opportunities for advancement into team lead or management roles, or transitions to other business areas such as sales or implementation, are available.
Exposure to Strategic Clients – At Descartes, we embrace a bottom-up approach, empowering every team member to influence how we attract and retain customers. This role provides the chance to work with top-tier global clients, create engagement through tailored solutions, and collaborate with internal sales and product teams. You will gain exposure to our diverse range of products and solutions, nurturing ongoing trust with your clients rather than engaging in project-based work.
Continuous Learning – In this position, you will work with international clients, assisting them in overcoming critical compliance and logistics challenges. The solutions provided by Descartes are market-leading, and your role will be to ensure clients maximize their investment. You will interact with various stakeholders from our clients, including executives, IT personnel, and compliance experts.
Flexibility – Descartes has embraced remote and hybrid work models for years. Joining our Customer Success team means becoming part of a well-established remote workforce, with flexible hours designed to accommodate both client needs and your personal life.
Key Responsibilities
Showcase Your Expertise: Act as a trusted advisor, providing strategic consultation and addressing customer inquiries. Identify clients' organizational needs and goals to understand how we can achieve success together. Enhance Retention: Proactively engage clients and develop action plans to optimize usage and reduce churn risk. Identify growth opportunities and nurture clients into advocates for Descartes. Manage Client Accounts: Conduct data-driven, solution-oriented business reviews and success meetings. Facilitate client migration to our new web-based solution, assisting with platform setup, feature suggestions, and training. Collaborate Across Teams: Work with Sales, Marketing, Product, and Implementation teams on webinar development and improvement suggestions based on client feedback. Expand Your Knowledge: Stay informed about technical changes, market conditions, government regulations, emerging trends, and competitive activities to reinforce our solutions as the preferred choice for clients addressing significant business challenges.Qualifications
Relevant Experience: A minimum of 3 years in a B2B customer-facing role, with a background in Account Management, Customer Success, or Consulting. You should possess the skills to manage pricing, renewals, and negotiations, focusing on retention and growth. Customer-Centric Approach: Exceptional communication, presentation, written, and negotiation skills. Ability to build relationships and cultivate long-term business partnerships. A consultative approach to engaging clients and optimizing their software usage. Strategic Planning Skills: Ability to understand both the overarching goals of clients and the root causes of business challenges, aligning solutions to address complex issues. Metrics-driven and insightful, with the ability to communicate progress and overcome obstacles.Remote Work Opportunity
This position is remote and open to applicants authorized to work in Canada or the United States.
Compensation Range: $65,000 to $75,000 CAD plus a 20% variable commission. The compensation information provided is a good faith estimate for this position only. Actual salary may vary based on specific skills and years of experience.
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