Account Manager

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