Job Specifications
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 Canada.
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, Ad
About the Company
Samsara 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. With tens of thousands of customers across North America and Europe, Samsara is a proud technology partner to the people who keep our global economy running, including the world’s leading organizations across construction, transportation and warehousing, field services, manufacturing, r...
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