About DispatchTrack

DispatchTrack is the leading solution provider of right-time delivery management software, helping top brands around the globe power successful deliveries 180 million times a year. Since 2010, DispatchTrack’s scalable SaaS platform has made delivery organizations more connected, agile, and intelligent, using highly-configurable capabilities designed to empower better delivery management from end to end. Our proprietary AI-powered routing algorithm ensures 98% ETA accuracy in last-mile deliveries. We’re constantly innovating to improve performance and better serve our 2,000+ customers, including Wal-Mart, Coca-Cola, Ashley, Ferguson Enterprises, and many others. When businesses make promises to their customers—DispatchTrack makes sure they deliver.

Promise. Deliver. Delight.

Job Description

The ideal candidate will have impeccable customer management and project management skills and can create win/win environments for all parties that he/she/they work with. This candidate will be responsible for providing an excellent customer experience and help customers rollout DispatchTrack to users within their organizations. This role can be performed remotely outside of the SF Bay Area or hybrid (3 days in the office) within the Bay Area. Starting salary will be based on the candidate's skills, experience and the market rates in their geographic area.

Responsibilities:

Be the primary contact for customers for their onboarding and ongoing usage of the software
Drive onboarding process for new customers, including stakeholder management, development and execution to project schedules, user training and other change management activities
Project manage implementation of software enhancements for existing customers
Conduct the customer training both in case of new customer onboarding or when new features are rolled out to existing customers, to improve customer adoption.
Proactively manage customer issues and escalations and ensure SLAs are being met
Actively engage with customers to ensure customer health and satisfaction
Be the voice of the customer to internal teams and provide input on prioritization of future functionality based on business value and impact to the customer
Share best-practices and develop resources to help customers successfully adopt DispatchTrack solutions
Meet with customers regularly, including conducting weekly meetings, monthly business reviews and Quarterly Business Reviews for enterprise clients
Occasionally travel to customer locations in the U.S., as needed

Qualifications:

2+ years experience working as a Professional Services Consultant, Customer Success Manager, Project Manager, Client Relationship Manager, or similar roles in a SaaS company
Bachelor's degree in business, information systems, or related field
2+ years experience managing multiple customer onboarding projects
Experience in a client facing role with excellent customer relationship management skills
Excellent organizational and project management skills.
Experience working in a fast-paced, high growth and rapidly changing start-up environment
Experience working with globally distributed and remote teams
Experience with the logistics industry is a plus

DispatchTrack is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

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