SVP, Customer Experience & Professional Services

| Greater Boston Area

Dispatch, headquartered in Boston, is one of the fastest-growing software companies in America. Leveraging our proprietary adaptive platform and industry-leading technology integrations, Dispatch partners with customer-centric brands to simplify complex home service networks.

We are not 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 the home service experience for brands, service providers, and end customers just like you.

THE ROLE

Dispatch is seeking an SVP, Customer Success, reporting to the CEO. This individual will be responsible for both the implementation of new client rollouts in high growth, high-velocity environment and the ongoing support/renewals/upgrades in this ever-scaling customer base.

The SVP, Customer Experience & Professional Services will direct and coordinate the internal structure of the organization based on company policies, goals, and objectives to ensure an efficient work environment where deadlines are met consistently. The purpose of the team is to partner with the customer to drive value out of the partnership, product adoption, create advocates within the customer base and ultimately play a part in growing the business.

The goal is to ensure that all operations teams follow all procedures and controls and add the maximum value to our company. The SVP, Customer Experience & Professional Services is also responsible to build a culture among the organization where our customers receive consistent superior service, so as to facilitate the success of our business. This role reports to the CEO and manages both Professional Services and Success.

WHAT YOU'LL DO:

  • Customers: Proven track record demonstrating successful delivery and most importantly, adoption of products among the customer base. It is paramount that the candidate develops strong relationships across enterprise customers. This motion starts with delivery in a timely manner, gaining adoption, ensuring ROI and finishes with retention and up-sell of business. The candidate should be adept at communicating long-term investment value and business goals. The candidate should develop strategic account plans with knowledge of the customer’s market and business objectives to secure and expand account penetration across market segments.
  • Retention: An integral part of this role is to maximize renewal rates and minimize churn. Create a comprehensive customer retention strategy focused on effective on-boarding, account management and an operational plan including specifics around the people, process & technology required to achieve it.
  • Growth: Partnering with Sales to achieve and surpass customer renewal and revenue expansion targets, as well as customer usage/engagement metrics.
  • Process & Metric-Driven: Leverage business metrics and customer feedback to help build, implement and enforce a repeatable process for both customer management and support of products. This would include implementing KPIs and agreed upon goals such as customer satisfaction NPS, profitability, and retention. Emphasis on forecasting and achieving targeted bookings and revenue growth.
  • Professional Services: A clear vision for delivering best-in-class professional services, coupled with an ability to lead from the front lines. Proven experience designing, implementing and delivering enterprise software solutions.
  • Executive leadership: Demonstrate leadership ability to recruit, develop and retain a world-class team focused on customer experience and customer loyalty. Proven ability to hire and lead high-performing teams.
  • Collaboration: Work with teams and cross-functional business partners to ensure satisfaction, adoption and expanded use of solutions across all levels of customer size and complexity.

YOU ARE/HAVE:

  • Empathic with a strong understanding of others with an ear for customer value. High EQ.
  • Able to champion the needs of customers, fighting for their best interest.
  • Highly assertive personality. A fighter who views customer loss as an unacceptable occurrence.
  • Process driven and organized approaches problems in a systematic way.
  • A dynamic and disciplined thinker with intellectual horsepower, an entrepreneurial spirit, and a passion for making a mark in fast-paced, growing environments.
  • Highest ethical standards, integrity, authenticity, credibility, and character.
  • Proven track record of surpassing objectives and delivering exceptional results.

WHAT WE SEEK:

  • Minimum of 10+ years’ experience, with at least 5 years in a leadership role within a Professional Services, Customer Success or similar organization for a rapidly growing enterprise software company.
  • Recent experience leading Customer Success and/or Professional Services for a high growth enterprise software business ($20M+)
  • Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions.
  • History of hiring, developing, motivating and mentoring a team capable of setting and meeting ambitious goals.
  • Strong executive presence with the ability to set vision and strategy for account management and lead the organization through large scale change.
  • Outstanding organizational and problem-solving skills with a focus on process and solution and outcome-oriented frameworks.
  • Willingness and flexibility to travel to customers on short notice.

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!

THE DISPATCH STORY

The service industry is changing. More and more, brands are building networks of third-party contractors and technicians to service their customers. Dispatch helps these brands manage and improve these service provider networks, leading to extraordinary customer experiences. Dispatch brings visibility and data intelligence to previously unmeasured service interactions, leading to measurable improvements in margin and revenue.

We are not 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 the home service experience for brands, service providers, and end customers just like you.

Dispatch is an equal opportunity employer and values diversity at on all of our teams. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Our company is a true meritocracy, and we invite you to come as you are.

We're a tech-savvy team with a culture built on curiosity, precision, and forward-thinking that ends up being the foundation of our product. Every employee is nurtured in a way to help them grow both personally and professionally. Come join our growing team!

To all recruitment agencies: Dispatch does not accept agency resumes. Please do not forward resumes to our jobs alias, Dispatch employees or any other organization location. Dispatch is not responsible for any fees related to unsolicited resumes.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • MeteorFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases

Location

Here are three reasons why Boston's North End is a perfect place to work: 1. Pizza 2. Cannolis 3. Italian Sandwiches You're welcome :)

An Insider's view of Dispatch

How would you describe the company’s work-life balance?

We work hard. There is no doubt about that. But the one thing that I truly value about Dispatch is that they recognize hard work and never bat an eye at anyone who needs to adjust things to make sure their work-life is in true balance. Here, it's not a matter of work-hard-play-hard, rather balancing hard work with proper rest. Dispatch values that.

Todd

Manager, Marketing & Digital Experiences

What are Dispatch Perks + Benefits

Dispatch Benefits Overview

-Unlimited Paid Time Off (PTO)
-Comprehensive Insurance Coverage
-Learning and Development Reimbursement
-DispatchFit Gym/Fitness Program Reimbursement
-Kitchen Stocked Daily with Tasty Snacks, Fruit and Drinks
-Catered lunches on Wednesdays

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dispatch employees can contribute up to $2500 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Life insurance is equal to 1 times an employee's annual salary.
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Our employees receive 8 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted to greet all incoming new hires
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
We offer $2000 annualy for continuing education.
Paid industry certifications
We have annual budget of up to $2000 for paid industry certifications.
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