Strategic Account Manager

Dispatch continues to revolutionize the home service experience for brands, service providers, and end customers just like you. Dispatch is in an exciting period of growth, as we recently announced a growth raise and acquisition of Youreka, the leading no-code mobile automation product built on the Salesforce platform. We are not just a software vendor, we are a brand partner – delivering extraordinary value using a synthesis of our platform, people, and partnership approach. Backed by Vista Equity Partners, Dispatch continues to revolutionize service experience for brands, service providers, and end customers just like you. Come join us to contribute to our future. We have built a sales-friendly culture and we run fast. Commitment to our employees and our culture is key to a rewarding career track.

The Customer Success team is a group that owns the ongoing relationship with our enterprise customers and their service provider network. You are the face of Dispatch and will be accountable for ultimate success, value realization, renewal, and most importantly growth and expansion of the Dispatch program with our customers.

You will serve as the main point of contact for customers, working to understand their key objectives/needs and the value Dispatch can deliver. You'll manage relationships with customer champions and management, as well as their service providers, and ensure Dispatch solution is deployed and adopted at all levels. We will rely on you to track and assess customer health via quantitative and qualitative analysis: specifically, customer onboarding, usage level, value (ROI), and overall customer satisfaction.

AS THE STRATEGIC ACCOUNT MANAGER YOU WILL:

• Own customer retention, growth, and horizontal expansion, while providing exceptional customer service and developing day-to-day and executive customer relationships
• Create and execute on account plans to drive customer adoption, satisfaction, retention, and growth
• Identify and drive horizontal expansion, up-sell, or cross-sell opportunities within an existing customer base
• Develop a deep understanding of the customer journey and how Dispatch solution fits into it
• Learn all of the Dispatch products functionally, and understand the architecture and technical tools needed to help analyze and triage issues as they arise
• Oversee and manage user enablement, adoption, and engagement of assigned enterprise customers and service providers
• Serve as an escalation path for critical support issues and customer concerns
• Proactively manage expectations with customers, users, and colleagues
• Obtain repeat business, referrals, and references by applying an understanding of the unique requirements of the key decision makers (sales, marketing, finance, etc.); coaching others regarding best practices and techniques
• Work closely with the Dispatch Product team to provide the voice of the customer and input to the roadmap, and help design the next generation of great product offerings
• Keep up to date on new product releases to maximize opportunities for existing and new use cases
• Recommend changes to maximize the efficient and timely resolution of issues.
• Establish strong working relationships both within the Customer Operations team and throughout the Product and Engineering teams and Professional Services.

WHAT WE'RE LOOKING FOR:

• An experienced Strategic Account Manager or sales-minded Customer Success Manager at SaaS companies, with more than 5 years in the field.
• 5 years of managing renewals, upsells, and horizontal expansions for large enterprise accounts
• Consulting or Professional Services experience strongly preferred
• Accustomed to managing multiple $250k ARR accounts
• Known as a high-achiever with a track record of exceeding customer satisfaction targets and typically perform at the top 10% of your peers
• Proven track record of sustaining & growing complex relationships including closing the renewal, up-sell/cross-sell opportunities
• Technically savvy enough to have a working knowledge of how software gets built.
• Able to present to, interact, and consult with senior management at Fortune 1000 companies
• Able to proactively drive accounts with minimal oversight from senior management
• Self-starter, flexible, and have the ability to work with varying levels of management
• Excited to thrive in a fast-paced, results-driven, start-up culture that expects phenomenal things every day

SOME SKILLS WE SEEK:

• Excellent written and verbal communication, presentation, and facilitation skills
• Strong leadership, teamwork, communication & cross-group collaboration skills
• Willingness to learn new technologies and engage with product issues at a detailed level
• Project management skills: ability to coordinate competing tasks and manage multiple priorities
• Kean attention to detail and adherence to deadlines
• Fluent in Excel and PowerPoint required.
• Knowledge of basic SQL
• Knowledge of Customer Success technology (Salesforce, Pendo, etc.)

WITHIN ONE MONTH, YOU'LL:

• Attend Dispatch's New Hire Orientation
• Meet with current members of the Customer Operations team individually to understand what's working, what's not working, and gather learnings to implement into your role
• Gain a strong understanding of the Service Industry space and the business challenges Dispatch solves; become a product expert on Dispatch Solutions
• Start developing a customer growth strategy with your Manager's support

WITHIN THREE MONTHS, YOU'LL:

• Have a strong understanding of the business, and begin teaching us a thing or two we don't know
• Have deep knowledge of Dispatch's solutions and articulate its value proposition
• Have a solid understanding of customer/user adoption metrics and overall program performance metrics
• Own day-to-day relationships and communication cadence with customers across your accounts
• Own your accounts and their renewal targets, and drive towards achieving your upsell/expansion target

WITHIN SIX MONTHS, YOU'LL:

• Continue to own day-to-day relationships and begin developing executive-level relationships
• Establish cadence with customers to review, assess, and take action on user adoption and program performance metrics
• Coordinate and facilitate executive business reviews

WITHIN TWELVE MONTHS, YOU'LL:

• Consistently achieve and exceed your renewal and upsell/expansion targets; continue your track record
• Lead value plan discussion with customers with various supporting metrics (user adoption, program performance)
• Be an expert in software solutions for field services
• Build out a wide network of relationships across the field service industry

Salary

The base salary range for this role is between $100,000 - $ 120,000 annually. Actual pay within the range is influenced by multiple factors, including but not limited to skill set, your residence location, and prior work experience. In addition to base salary, this position is eligible for annual bonus, equity, and benefits.

Location

Dispatch fully accommodates remote work, as long as you have a permanent residence in the US. Want to spend a month in Italy? Great, do it! Live in Idaho? Sweet, we have another team member there! As long as you are crushing your goals and helping us drive the business forward, you do you. We also have offices in both Boston and Baltimore that are open and available for you to use.

We Have

• An amazing team focused on innovating and improving every day
• Room for growth and an emphasis on talent development including a professional development reimbursement program
• A fun, casual team environment with co-workers who will make you feel like you are an important part of our team, engage you in developing new solutions to challenging problems, and help you leverage your strengths
• A generous medical, dental, and vision package with 90% covered by us!
• Paid parental leave
• 401k with company match
• Company sponsored Life Insurance coverage, short term disability, long term disability
• Additional perks including a wellness and adventure fund, as well as monthly personal uber credits
• Unlimited Paid Time Off (PTO) package, 9 company Holidays, and a flexible work schedule

Still with us?

We're ready to meet you if you wake up every day eager to get your hands dirty in a high growth start-up atmosphere. Is this role not an exact fit for you? Keep an eye on our Careers Page for other positions!

Dispatch is an equal opportunity employer, who participates in E-Verify. All qualified applicants will receive consideration for employment without regard to race, color, national origin, gender, religion, age, disability, veteran's status, or any other classification as required by applicable law.