Product Enablement Manager

Product Enablement Manager

Dispatch Science is a leading SaaS platform revolutionizing delivery management through automation, optimization, and AI-driven solutions. We empower last-mile delivery companies with innovative technology that enhances efficiency, accuracy, and scalability.

Dispatch Science is seeking a 100% remote Product Enablement Manager — a consultative, commercially minded product and industry expert who ensures our clients realize the full value of our platform.

This role sits at the intersection of customer account management, logistics consulting, and software implementation. You won't just know how Dispatch Science works — you'll understand why it matters to our customers' businesses. By combining product mastery with real-world operational insight, you'll help carriers and shippers translate goals into measurable outcomes, accelerate adoption, and drive meaningful improvements in efficiency, growth, and customer success.

Role Evolution

This hybrid role is designed to evolve across two stages as you gain deep product expertise and client experience.

Phase 1: Implementation Consultant (First 9–12 Months)

• Master the Dispatch Science platform — features, configurations, integrations, and operational use cases.
• Learn internal methodologies across implementation, product development, QA, release cycles, and documentation.
• Collaborate with consultants, product support, and product managers to understand delivery processes and client needs.
• Apply your logistics background to quickly identify customer pain points and business drivers.
• Contribute directly to onboarding and configuring new customer accounts to gain practical experience with the platform.

Phase 2: Product Enablement Manager (After 9–12 Months)

• Own relationships with existing clients, focusing on satisfaction, retention, and growth.
• Engage regularly with client stakeholders and power users, bringing transportation and logistics expertise to every interaction.
• Track adoption, satisfaction, and deliverables using structured scorecards and feedback loops.
• Lead Quarterly Business Reviews (QBRs) to assess results, uncover opportunities, and align next steps.
• Manage renewals and mitigate churn, with performance goals tied to retention and account expansion.
• Identify upsell and cross-sell opportunities, particularly for underutilized modules or features.
• Act as an internal advocate — surfacing emerging client needs not captured through formal tickets or deliverables.
• Partner with the Product team to provide actionable market and client feedback (without holding formal product ownership).
• Test new features, assemble and publish release notes, and provide product feedback from a user-operations perspective.
• Create and deliver training materials, videos, and webinars to help clients succeed.

Key Responsibilities

• Maximize client value and adoption of the Dispatch Science platform.
• Leverage transportation and logistics expertise to advise clients and guide outcomes.
• Own client renewals and drive upsell and expansion opportunities.
• Proactively advocate for client needs across internal teams.
• Provide product training, enablement, and education resources.
• Bridge Product and Customer-facing teams with meaningful insights from the field.

For Greater Certainty, the Following Are Excluded

• This role does not serve as Product Owner or control product roadmap or backlog prioritization.
• This role does not carry a new-logo sales quota.
• This role does not independently own pricing or commercial negotiations (Sales leads these).
• This role does not perform software development, replace technical support, or drive project management.
• This role does not include direct people management responsibilities.

Ideal Profile

• 3–5 years in SaaS product enablement, customer success, account management, or software implementation.
• Deep knowledge of the transportation and logistics industry — familiar with carrier operations, shipper needs, and key business drivers.
• Strong commercial mindset with experience in renewals, upsell, and churn reduction.
• Excellent communicator, confident presenting to clients and creating educational content.
• Product-minded thinker with technical curiosity and a hands-on approach.
• Strong internal advocate and influencer, able to champion client needs effectively.