Director, Customer Success - Compliance

  • Remote
  • Full Time
  • Customer Success
  • Experienced

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 22,000 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. 

We’re growing fast and invite you to join our amazing team. 

The opportunity 

As we continue to scale our business and market reach, we are adding a new Director, Customer Success to the team. Reporting to the VP, Customer Success, you will spearhead a group of Customer Success Managers and Customer Success Representatives, focusing on optimizing the customer experience and creating opportunities for increased organic growth. 

Important skills for the role include the ability to develop and coach a team to ensure customers are getting the most value from the Descartes solutions. Ideally, you will also have familiarity with compliance solutions (e.g. trade compliance, import compliance, global trade management) to position our solutions effectively and support our customer base. 

This is a chance to apply your people and process leadership on a much larger, strategic scale with more significant impact, promoting the success of our customers, your team, and the organization.

What's in it for you

Empowerment and influence. You want to step up the challenge of leading and growing a team from the ground up within a flexible organizational framework, where your experience and knowledge will be respected and heard. This is an opportunity to bring a team together and take our customer success to the next level. It's a chance to play a critical role in our growth, drawing on your expertise to implement scalable processes and a new team structure, charting a path for the future of Customer Success within a rapidly growing business pillar.

Professional advancement. At Descartes, we value the contributions that each of our employees makes towards achieving our corporate goals. We strive to ensure that each team member has the tools and support they need to make valuable contributions. This will be your chance to map out your career in tandem with our continued growth as a company. You will have the chance to collaborate with and learn from globally recognized industry leaders who pride themselves on delivering quality services and market-leading innovations. 

Your priorities

  • Build an effective customer success team. You will spearhead the establishment of a group of professionals that are well versed in delivering a stellar customer experience. You will mentor them and coach them on the best ways to address customers, from check-in processes to answering queries and ultimately resolving concerns that they may express. 
  • Build a team growth strategy. You will develop a set of processes and best practices, creating a playbook and set of metrics that define success. You will identify skills and knowledge gaps and work towards designing and implementing a formalized coaching and development plan for the team.
  • Understand our products and solutions. You will collaborate with the teams across Descartes to gain a working knowledge of our solutions. You will grow your understanding of the customer's voice concerning trade compliance and risk. You will actively share customer experiences with our product and development teams, offering insight into the ways to improve our SaaS solutions across the board.
  • Contribute to the improvement of our solutions. You will ensure that customers can overcome challenges or issues they face while working with our solutions. You will analyze and drill down to further identify customer segments and personas - and build out a deeper customer success approach to optimize their experience.

What you bring 

  • The experience. Your approach to customer success is to create commercial value for your customers. You hold yourself and those around you to a high set of expectations for service delivery and customer satisfaction. You are solution and service-oriented, with an ability to dive in and understand both the market space and how customers interact with our offerings - and how to increase their engagement. You can confidently navigate a matrixed environment and present recommendations in a compelling, professional, and impactful way to senior executives. 
  • The leadership. You have at least three years of demonstrated success scaling resources, building trust and nurturing connections within teams. You can foster a collaborative, results-oriented environment, plan and achieve KPIs, guide the team's work, remove barriers, and create individual growth opportunities. 
  • The intellectual curiosity. You epitomize coachability, a growth mindset, and the desire to be a thought-leader in this space. 
  • The domain knowledge. You have 7-10 years in a SaaS environment, including several years in customer success. In addition, you have in-depth compliance knowledge (e.g., import/export, security or financial). 

Making an Impact

We succeed when our customers succeed so, for us, results are everything. Descartes’ logistics and supply chain solutions help automate, streamline and secure the flow of goods and information in ways that result in a significant positive impact on the environment. In 2020, we helped our customers save over 552 thousand metric tons of CO2, 1.86 billion sheets of paper, and 727 million liters of fuel. 

Descartes has a deep sense of environmental responsibility. Join a team that’s committed to working with customers to conserve resources and enhance sustainability. 

Network | Applications | Intelligence | Innovation

Our cloud-based solutions improve logistics and supply chain productivity, performance, and security. Descartes’ Logistics Technology Platform innovatively combines the world’s most expansive logistics network with the industry’s broadest array of logistics management applications and most comprehensive offering of global trade related intelligence.

  • Network: The Descartes Global Logistics Network™ manages the real-time flow of commercial, logistics, customs and product information. It spans more than 160 countries and connects hundreds of thousands of organizations in logistics and transportation, manufacturing, distribution, retail, government, ecommerce and business services.
  • Applications: Customers use our modular, cloud-based applications to route, schedule, track and measure delivery resources; plan, allocate and execute shipments; rate, audit and pay transportation invoices; access global trade data; file customs and security documents for imports and exports; and complete numerous other logistics processes
  • Intelligence: Our global trade intelligence solutions and services enable organizations to work smarter by making better, data -driven business and supply chain decisions.
  • Innovation: We’re focused on transforming new ideas and feedback from our customers and in-house domain experts into real-world innovations. New developments in the areas of IoT, machine learning, AI and analytics are enhancing the ability of our solutions to solve problems and process more information in new and complex ways.

Today’s supply chains are more connected, complex and moving faster than ever. To meet this challenge, Descartes is leading digital transformation for companies of all sizes. We invite you to join our epic journey. 

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. At Descartes, everyone has a voice and the best argument wins, regardless of who makes it. 

We offer competitive compensation, great benefits, remote and flexible work hours, and the opportunity to join a company on an awesome mission with a great existing team and trajectory.

If you feel you have 70% of the qualifications we are looking for, and Descartes sounds like the team and the mission you want to be part of, apply now. We can't promise it will be a fit, but we do promise to consider your experience.

Due to COVID-19, we've implemented a virtual hiring process and continue to interview candidates by phone or video (Microsoft TEAMS) and are on-boarding new hires remotely. We value the safety of each member of our community because we know we're all in this together.

We are an Equal Employment 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 status, or any other characteristic protected by federal, provincial, or local law. For more information about our commitment to equal employment opportunity, please review our Code of Business Conduct and Ethics at Descartes.com.

Descartes is committed to working with and providing reasonable accommodations to job applicants with disabilities. 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 hrna@descartes.com. 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.

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