Program Manager, Customer Support Enablement

Описание вакансии

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, and Equipment Monitoring. 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.

About the role:

Samsara’s Customer Support Enablement team is responsible for driving agent enablement strategies and execution. The Program Manager will proactively engage with stakeholders to align on strategic KPIs and challenges, providing strategic insights, program and project planning and collaborative delivery of enablement resources to achieve goals and drive operational growth. We are the trusted point of contact for Samsara’s Customer Support team to leverage data to drive impact for the business and the customer experience, by building a highly skilled and engaged workforce. 

As part of the Customer Support Enablement team, the Program Manager will design, implement, and manage programs to equip employees with the necessary skills, tools, and knowledge to meet business goals, focusing on product adoption, technical fluency, and customer pain points. They act as a connector between cross-functional teams, developing and delivering scalable training strategies and resources while continuously measuring program effectiveness and fostering a culture of continuous improvement. 

This person will work closely with Support Delivery stakeholders to identify critical priorities for the business, and scope, develop, and manage delivery of the work.  This role requires a passion for optimizing resources, streamlining operations, and driving change management. Successful candidates will have strong business acumen, a passion for building at scale, and a track record of driving strategic programs that improve the customer experience. The role reports to the Director of Global Enablement & QA.

This is a remote role open to candidates residing in the US except Alaska, Austin metro, California, Chicago metro, Connecticut, Dallas metro, Denver metro, Houston metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Washington, and Washington DC metro.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.
• 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 Support teams. With a growth mindset and a desire to learn, you will strategically partner with our team to find unique solutions to help keep our customers' 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 Support Enablement 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.

In this role, you will:

• Lead the end-to-end planning and delivery of our highest priority and most complex programs by partnering with leadership and stakeholders to facilitate a needs assessment and strategy to address pain points for customers and within the business
• Develop comprehensive program strategies, roadmaps and plans, expertly framing the need, scoping and roadmapping the work, owning governance and stakeholder engagement, defining KPIs, and reporting on results
• Collaborate with stakeholders and drive alignment, owning program data-driven reporting, scope of impact, and communication, and partnering to iterate and improve outcomes for Samsara and our customers
• Identify and tackle operational problems through processes, tools, and dashboards that scale and mitigate risks through proactive solutions and communications
• 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:

• 6-8 years of enablement or strategy program management experience, ideally in a high-growth SaaS environment or fast-paced technology consulting role
• Demonstrated success launching transformational enablement initiatives that measurably improve the customer experience and support scalability within the business
• Strong program management tool-kit, including problem solving and decision making skills, able to quickly ramp up on business priorities and derive insights from data
• Clear and confident communication, including ability to influence and lead cross-functional stakeholders, executives and front line managers by monitoring and analyzing core business metrics to generate insights and recommended actions
• Diplomacy, tact, and poise under pressure when working through issues, skilled at having prioritization conversations and discussing tradeoffs

The ideal candidate has:

• Enablement experience with B2B hardware and SaaS products
• PMP certification, Agile/Scrum Certification, Prosci Certification, and/or advanced training in Project/Program Management
• Experience in a global Operations, Customer Success, or Customer Experience organization

Samsara focuses on Artificial Intelligence, Software, Technology, Electronics, and Sensors. Their company has offices in San Francisco, Atlanta, San Jose, and London. They have a very large team that's between 1001-5000 employees. To date, Samsara has raised $930M of funding; their latest round was closed in May 2020.

You can view their website at http://www.samsara.com or find them on Twitter, Facebook, and LinkedIn

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience. Learn more about our total rewards and benefits below.

Annual Base Salary

$102,042.50—$137,200 USD

Total Rewards

At Samsara, we build for the people who keep the global economy moving. We want owners, not passengers, which is why our rewards are designed to fuel high-impact builders. Our compensation program delivers above-market total compensation through a combination of base salary, performance-based bonus/variable pay, and equity (for eligible roles) in a high-growth public company. We meaningfully differentiate pay for our top performers, who have the opportunity to earn above-market compensation that can outpace the broader market over time.

Beyond compensation, we provide the foundations that enable long-term success: a flexible, employee-led remote model, a professional development stipend, comprehensive health and parental leave plans, and more. If you’re ready to build for the long term and own the outcome, your journey starts here.

Flexible Working

At Samsara, we embrace a flexible working model that caters to the diverse needs of our teams. Our offices are open for those who prefer to work in-person and we also support remote work where it aligns with our operational requirements. For certain positions, being close to one of our offices or within a specific geographic area is important to facilitate collaboration, access to resources, or alignment with our service regions. In these cases, the job description will clearly indicate any working location requirements. Our goal is to ensure that all members of our team can contribute effectively, whether they are working on-site, in a hybrid model, or fully remotely. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company and in the specified work location, if applicable.

Belonging at Samsara

At Samsara, we welcome everyone regardless of their background. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, protected veteran status, disability, age, and other characteristics protected by law. We depend on the unique approaches of our team members to help us solve complex problems and want to ensure 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.

Our Commitment to Authenticity

We use Tofu, a fraud detection tool, to validate the authenticity of applications and protect against identity fraud. This ensures we are connecting with real people and allows us to prioritize genuine candidates. Please see Samsara’s Candidate Privacy Notice for more information.

Fraudulent Employment Offers

Samsara is aware of scams involving fake job interviews and offers. Please know we do not charge fees to applicants at any stage of the hiring process. Official communication about your application will only come from emails ending in @samsara.com, @us-greenhouse-mail.io or @mail3.guide.co. For more information regarding fraudulent employment offers, please visit our blog post here.