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: Solid technical acumen combined with an analytical

📌 Solutions Consultant- Technical Account Manager (London)
🏢 The Descartes Systems Group
📍 London