Customer Success
1 week ago
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.
About the role:
We're looking for an experienced Quality Analyst to join our newly formed Customer Success Quality Programs team.
The Quality Analyst will partner with customer success leadership on quality initiatives to uplevel our customer-facing motions and drive even stronger outcomes for our customers.
You will support teams in all segments of our customer base, implementing data monitoring systems, assessing compliance, and using business intelligence to drive improvements on both sides of the customer experience.
-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 customer-facing colleagues to find unique solutions to help keep customers' operations safe, efficient, and sustainable.
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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.
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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.
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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:
- Utilize best practices and tools from across the industry to ensure the highest standards of service are being delivered in all customer interactions
- Observe customer interactions across various lines of business to assess quality of engagement and process compliance
- Implement mechanisms to track and ensure compliance with quality process requirements, call scoring, and calibration
- Drive investigative projects that identify opportunities to improve behaviors, processes, procedures, tools, and training
- Collaborate across customerfacing and customer operations stakeholders to implement and ensure accountability in quality programs
- Leverage Excel, Google Sheets, and similar tools to analyze data and derive actionable insights
- Deliver datadriven insights on service quality of postsales teams, including Implementation Services, Customer Success Managers, and Systems Integration Services
- 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 customer success, quality, management consulting, or program management experience, ideally in a SaaS environment or fastpaced IT consulting role
- Proven track record launching transformational quality projects that measurably increase team productivity and/or customer outcomes
- Ability to ramp up quickly on business priorities and derive insights from data
- Excel at building trust and communicating effectively with a wide variety of stakeholders including account managers, frontline managers, and technical roles
- Poise under pressure when working through issues in a fastpaced environment
- Strong attention to detail and a knack for process improvement and documentation
- Experience working with Gong and/or Gainsight
- Project management or industry certifications, e.g. COPC
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