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Implementation Consultant

1 hour ago

Remote Canada Samsara Full time

About the role:

Samsara's Mid-Market Customer Success 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 Mid-Market customers throughout their lifecycle: onboarding, adoption, advocacy, and renewal.

In this role, you will be part of our Implementation team, responsible for helping Mid-Market customers deploy and adopt our IoT solutions for their fleet and industrial assets. Picking up where our sales teams leave off, you will own the customer relationship and ensure a successful deployment of Samsara's solution. Your customers span the entire range of businesses that power our economy, including trucking and transportation, food and beverage, passenger transit, utilities, school buses, and many others. All the while building relationships with the customer, helping them learn our system and overall ensuring a successful customer relationship.

Your role will be cross-functional in nature, working alongside and connecting Sales, Support, Sales Engineering, and Product, enabling you to experience multiple aspects of a fast-growing company from within.

This role requires exceptional customer-facing communication skills, the ability to quickly understand a customer's business, and comfort explaining technology products to both executives and day-to-day users.

This is a remote position open to candidates residing in Canada.

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.

In this role, you will: 

  • Be on the front-lines and ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform
  • Manage the deployment of Samsara technology to Mid-Market customers, enabling customers to achieve quick time to value in their investment
  • Create launch plans and a roadmap to increase product usage
  • Track implementation progress, participation, product adoption, and account health
  • Run training sessions, demonstrate Samsara's technology, and work through challenges with executives and day-to-day users of the system across numerous use cases
  • Juggle multiple customer engagements in parallel and work cross-functionally to deliver an exceptional experience for our customers
  • Deeply understand the Samsara platform's capabilities and explain them to customers of all types
  • 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 experience in a senior Customer Success, account management, or strategic consulting role. Mid-Market SaaS experience preferred
  • This is a demanding position with high internal visibility, that requires strong priority management and high emotional intelligence
  • Experience supporting or working with technical products
  • Excellent consultative skills with experience in end-to-end system implementations
  • Proven track record of building trust and communicating effectively with a wide variety of stakeholders: executives, Product and Engineering leadership, day-to-day users of our software
  • Diplomacy, tact, and poise under pressure when working through customer issues
  • Bachelor's degree from a 4-year institution

An ideal candidate also has:

  • Has a strong bias for action, the ability to think big, with insistence on high standards
  • Has experience serving a large and complex customer base in B2B SaaS
  • Thrives in an unstructured, fast-paced, and change-heavy environment