Senior Enablement Specialist – Customer Success

Title: Senior Enablement Specialist – Customer Success

Location: Remote – US

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing and we are excited to help digitally transform their operations at scale.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

Recent awards we’ve won include:

Great Place To Work Certified 2023

Best Place to Work by Built In 2023

Financial Times The Americas’ Fastest Growing Companies 2023

Deloitte Fast 500 Companies

IoT Analytics Company of the Year in 2022’s IoT Breakthrough Winners

We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey.

About the role:

Samsara’s Customer Success (CS) team advises and guides our customers, ensuring they adopt Samsara and continuously gain business value from our products. We are the trusted point of contact for Samsara’s customers throughout their lifecycle: onboarding, adoption, advocacy, and renewal.

Samsara is looking for a Enablement Sr. Specialist for the Global Customer Success organization. This employee will partner with our Enablement Manager, Customer Success Operations, and Success leadership to construct a Quality program that reflects the organization’s commitment to customer experience and the broader Customer Success organization’s strategy. You will build, manage, and continuously improve the QA programs end-to-end to ensure the organization delivers exceptional customer experiences.

The ideal candidate has expertise in enablement and quality assurance operations for customer success/experience teams, has demonstrated ability to measure and enhance the customer experience. The role will join a team in building mode, and a successful candidate will have a strong bias for action and the ability to think big. The role reports to the Manager of Customer Success Strategic Project Management and Enablement, a team responsible for leading the departments strategic initiatives and driving enablement for it members.

You should apply if:

• You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.
• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

Click here to learn about what we value at Samsara.

In this role, you will:

• Lead Quality Assurance Operations: Utilize best practices and tools from across the industry to ensure highest standards of service is being delivered in all customer interactions.
• Strategy and Execution: Own parts of the enablement strategy for onboarding new hires and developing experienced CS employees
• Onboarding: Manage onboarding for newly hired Implementation Consultants, Customer Success Managers, Technical Solutions Engineers, and the management team to ensure they meet Samsara’s high performance standards and embody the company’s cultural principles
• Training: Design, deliver, and manage training content in Confluence for employees by closely collaborating with cross-functional teams, including Sales, Support, Product Management, and Engineering
• Systems: Manage a scalable systems strategy to drive change management, and adherence across all channels and products.
• Metrics: Define, monitor, and report on key performance metrics focused on measuring effectiveness and ROI of onboarding, training, and ramp time
• Drive Continuous Improvement: Design the coaching framework for agents, enable managers to deliver impactful feedback to agents, and drive continuous improvement programs.
• Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices

Minimum requirements for the role:

• 4+ years of enablement, quality, management consulting, or program management experience, ideally in a SaaS environment or fast-paced IT consulting role
• Proven track record launching transformational, enablement and quality projects that measurably increase team productivity and/or customer outcomes
• Ability to ramp up quickly on business priorities and derive insights from data to inform decisions
• Proven track record of building trust and communicating effectively with a wide variety of stakeholders: executives, Product and Engineering teams, frontline managers
• Diplomacy, tact, and poise under pressure when working through issues
• Experience implementing a standardized prioritization process is highly preferredBachelor’s degree from a 4-year institution. Project Management Certifications and/or an MBA is a plus.

Samsara’s Compensation Philosophy: Samsara’s compensation program is designed to deliver total compensation (based on role, level, and geography) that is above market. We do this through our base salary + bonus/variable + restricted stock unit awards (RSUs). A new hire RSU award is awarded at the time of hire, and additional RSU refresh grants may be awarded annually.

We pay for performance, and top performers are eligible to receive above target equity refresh awards which allow employees to achieve higher market positioning.

The range of annual on-target earnings (OTE) range for full-time employees for this position is below. Please note that OTE pay may vary depending on factors including your city of residence, job-related knowledge, skills.

$104,584$153,800 USD

At Samsara, we welcome everyone regardless of their background, race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, etc. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email accessibleinterviewing@samsara.com or click here if you require any reasonable accommodations throughout the recruiting process.

Benefits

Full time employees receive an above market total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

Flexible Working

At Samsara, we have adopted a flexible way of working, enabling teams and individuals to do their best work, regardless of where they’re based. We value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, but also appreciate that the world of work has changed. Our offices remain open for those who prefer to collaborate or work in-office, but we also encourage fully remote applicants. As most roles are not required to be in the office, we are able to hire remotely where Samsara has an established presence. If a role is required to be in a certain location and candidates do not have work authorization for that location, Samsara will conduct an immigration assessment. If the role is not required to be in a specific location, Samsara will move forward with the remote location that works best for the business. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company.

Please note: Samsara does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Samsara employees.