Client Success Strategist

Descartes: Connecting People and Technology for Global Movement
The demand for streamlined, secure, and adaptable supply chains and logistics operations has become increasingly vital and intricate. By merging cutting-edge technology, robust trade intelligence, and the breadth of our network, Descartes facilitates the movement of goods, information, transportation assets, and personnel precisely when and where they are needed.

As one of the most widely utilized logistics and supply chain technology firms globally, over 26,000 clients worldwide leverage our cloud-based solutions to revolutionize their inventory and information management, enhancing productivity, improving customer service, maintaining competitive advantage, adapting to evolving regulations, and responding to swiftly changing market dynamics. Descartes is publicly traded (Nasdaq:DSGX, TSX:DSG) and is headquartered in Waterloo, Ontario, Canada, with offices and partnerships across the globe. With a track record of exceptional financial performance for over 16 years, we lead the industry in innovation investment. Daily, logistics service providers, manufacturers, retailers, distributors, and other logistics-intensive enterprises of all sizes depend on our scale, stability, and comprehensive solution portfolio to manage what matters most to them.

About the Role
As we expand our customer base, we are seeking a Customer Success Manager to become a vital part of our remote North American team. You will play an essential role in fostering engagement with our MK Data product, a solution that delivers value to 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 role will involve collaborating with customers to comprehend their business objectives and maximize the value derived from our solutions. Ultimately, you will manage a portfolio of clients to enhance retention, drive expansion, and cultivate advocacy.

Benefits of Joining Us

Immediate Professional Development: You possess experience in Account Management, B2B Consulting, or Customer Success. You are eager to apply your relationship-building and problem-solving skills to assist clients with dedication, integrity, and high ethical standards. At Descartes, we appreciate the contributions of each employee towards achieving our corporate objectives. We ensure that every team member has the necessary tools and support to make significant contributions. Additionally, you will have the opportunity to collaborate with and learn from globally recognized industry leaders committed to delivering quality services and market-leading innovations.

Career Advancement: This is a growing area within the industry and our organization. You will have the opportunity to shape the team and contribute to the development and adaptation of processes that ensure customer success. You will receive coaching and support as part of a developing team. At Descartes, we promote a high-performance, team-oriented culture, providing an environment where you can pursue your professional goals. Opportunities for advancement into team lead or managerial 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 impact how we evolve to attract and retain more clients. 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, focusing on nurturing ongoing trust with your clients rather than project-based work.

Continuous Learning: In this position, you will engage with global clients, assisting them in addressing critical compliance and logistics challenges. The solutions provided by Descartes are market-leading, and your role will be to ensure clients are maximizing their investment. You will interact with various stakeholders from our clients, including executives, IT professionals, and compliance experts.

Flexibility: At Descartes, we have embraced remote and hybrid work models for years. Joining our Customer Success team offers the opportunity to be part of a well-established remote team, with flexible hours that accommodate both client needs and your personal life.

Key Responsibilities:

• Demonstrate Domain Expertise: Act as a trusted advisor, providing strategic consultation and addressing customer inquiries. Identify clients' organizational needs and goals to enhance our mutual success.
• Drive Client Retention: Proactively engage clients and develop action plans to optimize usage and mitigate churn risks. Identify growth opportunities and nurture clients into advocates for Descartes.
• Manage Client Portfolio: Conduct data-driven, solution-oriented business reviews and success meetings. Facilitate client migration to our new web-based solution, providing setup assistance, feature suggestions, demonstrations, and training.
• Collaborate Across Teams: Work with Sales, Marketing, Product, and Implementation teams on webinar development and feature improvement suggestions based on client feedback.
• Enhance 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:

• Experience: A minimum of 3 years in a B2B customer-facing role, with a background in Account Management, Customer Success, or Consulting. Proficient in managing pricing, renewals, and negotiations with a focus 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.
• Business Acumen: Ability to understand both the overarching organizational goals of clients and the root causes of business challenges, effectively aligning solutions to address complex issues. Metrics-driven and insightful in communicating progress, identifying roadblocks, and overcoming barriers.

Location: This is a remote opportunity, open to applicants authorized to work in Canada or the United States.

Compensation: Salary range of $65,000 to $75,000 CAD plus a 20% variable commission. Compensation information provided is a good faith estimate for this position only. Actual salary may vary based on specific skills and years of experience.

Our Commitment:
As we grow, we seek innovative thinkers and collaborators to unite people and technology in logistics and supply chain management. We are dedicated to nurturing a culture that values teamwork, invests in individuals, and creates opportunities for advancement across diverse career paths. We prioritize work-life balance and foster an environment that encourages ownership, open communication, and individual accomplishments that contribute to our collective success. At Descartes, every voice matters, and the best ideas prevail, regardless of their source. We offer competitive compensation, comprehensive benefits, remote and flexible work hours, and the chance to be part of a mission-driven company with a strong trajectory.

Descartes is also committed to environmental responsibility. Learn more about how we have assisted our clients in saving over 552,000 metric tons of CO2 in 2020 by reducing fuel and paper consumption. Join a team dedicated to working with clients to conserve resources and enhance sustainability.

If you believe you meet 70% of the qualifications we seek, and Descartes aligns with your career aspirations, we encourage you to apply. While we cannot guarantee a perfect fit, we promise to consider your experience thoughtfully.

We are an Equal Employment Opportunity employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected status, or any other characteristic protected by law.