Account Manager

About this role

Dispatch is redefining how the world experiences home and field service. Founded in 2013 and trusted by leading brands and service providers, we power seamless, reliable service experiences through a modern platform built for scale. Our platform gives businesses the visibility, communication, and control they need to manage every step of the service journey, from job acceptance through completion.
As part of Manos Software, a Valsoft operating group, Dispatch combines the focus and agility of a specialized software company with the long-term support of a global vertical SaaS organization. We’re investing in our product, our customers, and our team with a focus on sustainable growth.
THE ROLE
Our Customer Success team owns the long-term relationship with Dispatch’s enterprise customers and their service provider networks. As an Account Manager, you will be accountable for two things across a portfolio of strategic accounts: keeping our customers, and growing them. You will own retention, renewal, upsell, and cross-sell from the first conversation to signed contract - and you will carry a target for net revenue growth within your book.
You won’t get there by working a ticket queue. You’ll earn it by knowing each customer’s business as well as they do: how they make money, how their service operations run, which metrics their leadership watches, and where they are headed next. You will act as a trusted consultant, bringing ideas and best practices that improve their service operations. Once you understand the business that well, growth follows. You will spot where Dispatch’s newest products and capabilities fit, and you’ll bring those opportunities to the customer and help turn them into expansion.

AS THE ACCOUNT MANAGER YOU WILL:
Protect and Renew the Base

• Own gross and net retention for your book of enterprise accounts, driving on-time renewals with no surprises

• Monitor account health through adoption, usage, program performance, and stakeholder sentiment, and step in early when risk signals appear

• Build and execute account plans that tie the Dispatch program to each customer’s business goals and secure long-term renewal

• Serve as the escalation point for critical issues, rallying internal teams to resolve them and rebuild confidence
Build Deep, Multi-Level Relationships

• Develop trusted relationships from day-to-day users and program champions up to the executive sponsors and decision makers in operations, finance, and IT

• Avoid single-threaded accounts by building a network of advocates in every customer and across their service provider networks

• Set a consistent communication cadence and lead Executive Business Reviews that focus on outcomes, not activity

• Develop references, referrals, and customer advocates who will speak on Dispatch’s behalf
Know the Customer’s Business and Consult

• Learn each customer’s business model, service operations, competitive pressures, and strategic priorities in depth

• Act as a consultant: diagnose operational challenges, recommend workflow and process improvements, and share field service best practices

• Build and present value and ROI stories that connect Dispatch to the customer’s KPIs, such as first-time completion, speed to service, customer satisfaction, and cost to serve

• Bring the voice of the customer to the Dispatch Product team and help shape the roadmap around real business needs
Grow Accounts with New Products

• Find expansion opportunities by matching new Dispatch products and capabilities to each customer’s gaps and goals

• Stay current on product releases and turn them into clear, customer-specific value propositions

• Own the full commercial cycle for your accounts: prospect within the base, qualify, propose, negotiate, and close upsell and cross-sell deals yourself

• Expand Dispatch’s footprint within each account: new business units, regions, service lines, and service provider networks

• Build a growth plan for every account that maps current usage against the full Dispatch portfolio, and prioritize the biggest whitespace opportunities

• Uncover new budget and buying centers by building relationships beyond your core champion, in areas such as operations, customer experience, claims, and finance

• Use adoption, performance, and ROI data to build the business case for expansion, so each upsell is presented as a clear return for the customer

• Lead new product pilots and proofs of value with existing customers, then turn successful results into broader rollouts

• Use renewals as a chance to grow: combine renewals with expansions, multi-year commitments, and pricing that reflects the value delivered

• Own and forecast your expansion pipeline in Salesforce with accuracy, and hit quarterly net revenue retention and expansion targets
Requirements
WHAT WE’RE LOOKING FOR:

• 5+ years in Customer Success or Account Management at a SaaS or high-technology company, working with large enterprise accounts

• Consulting or Professional Services experience strongly preferred, and comfort diagnosing a customer’s business and recommending a path forward

• Experience managing multiple $250K+ ARR accounts with ownership of renewal and retention targets

• A proven record of high gross and net retention, including saving at-risk accounts and closing complex renewals

• A track record of growing accounts through upsell, cross-sell, and the adoption of new products, with experience carrying an expansion or net revenue retention target

• Experience owning the full sales cycle with existing customers, from building the business case to negotiating pricing and closing the deal, without handing off to a sales team

• The business acumen to understand how a customer makes money and to speak credibly about operations, P&L impact, and ROI

• Confidence presenting to, working with, and advising senior leaders at Fortune 1000 companies

• Enough technical savvy to have a working knowledge of how software gets built

• A…