Customer Experience Strategy Manager

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:

As a critical member of the Customer Experience Strategy team, you will focus on advancing our mission of delivering a superior experience throughout the customers’ end-to-end journey. You will play a pivotal role in improving our customers’ experience, loyalty and growth by influencing the company and our leadership to action using customer experience feedback and insights. This role reports directly to the Head of CX – Insights & Operations. 

You have extensive voice of the customer (VoC) program management experience and are passionate about customer data, with a proven history of driving insights that improve the customer experience. You will partner with leaders across the organization to execute new customer listening programs and provide a more holistic voice of customer assessment for Samsara.

You’ll come with a strong understanding of customer experience program management, analytics, and the ability to tell compelling stories with data. You will also come ready to dive deep into customer journeys and data to understand and empathize with customer pain points and identify opportunities with respect to customer engagement, business strategy, and quality of service.

This is a remote position open to candidates based in the United States.

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, and most importantly, ensure workers return home safely.
• You have an innate curiosity about how businesses work: One day you’ll meet with someone in waste management and the next you may be learning about the inner workings of a food distribution center. Our top sales team members seek to learn the ins and outs of the businesses they support in order to make a larger impact. 
• You build genuine relationships with your customers: The industries we serve have relied on pen-and-paper solutions for years and haven’t been met with the type of technology we offer. Our customers value earned trust and human relationships built over time.
• You want to be with the best: Samsara’s high-performance culture means you’ll be surrounded by the best and challenged to go farther than you have before. 
• You are a team player: At Samsara, sales is a team sport. We help each other out by sharing best practices and focusing on winning as a team.

In this role, you will:

• Build a world-class customer listening infrastructure. Design and lead new and emerging Voice of Customer (VoC) programs that provide the organization with actionable customer experience insights. This includes survey design and operations, reporting, analysis, and managing the closed loop process.
• Lead internal change management and training efforts related to new VoC programs.
• Derive actionable insights from quant and qual customer data. Top line and in-depth analysis of customer data to determine significance of trends, key drivers of customer experience, and impact on business and customer health.
• Drive systemic customer experience improvements. Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders to drive customer experience improvements. Lead efforts targeting key customer pain points to optimize the customer experience, working cross-functionality to integrate quantitative and qualitative feedback to determine, design and implement strategic solutions.
• Build and drive a robust closed loop process, ensuring world-class 1:1 follow up with our customers based on their feedback and issue resolution in real-time. 
• Support the implementation of a customer experience management platform, which will centralize all channels of customer feedback into one tool.
• Operationalize a customer-centric culture at Samsara. Inspire the organization to listen, understand and act on customer feedback as an effective data-driven storyteller.
• Be a CX thought leader. Bring industry leading trends, technologies, best practices to Samsara to continually stay best in class on customer experience programs and approaches.
• 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:

• 5+ years direct experience in Customer Experience, Customer Insights, Partner Experience, or Market Research in a B2B SaaS or Fortune 500 Company.
• Experience managing global customer or partner listening posts, such as NPS programs, advisory boards, transactional survey programs, or event-based surveys.
• Knowledge of a variety of survey design and research methods.
• Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics.
• Experience applying statistical techniques and working knowledge of statistics concepts.
• Experience in building trusting relationships and influencing others (including executive audiences).
• Strong analytical and logical reasoning skills; deep sense of curiosity. 
• Comfort in a fast-paced environment, managing multiple projects simultaneously.
• Willingness to roll up your sleeves; no task is too big or small.
• Demonstrated passion for Customer Experience and acting as an advocate for customers.
• Strong presentation skills, able to convey complex ideas in a clear, concise manner both verbally and in writing, comfortable in business and technical discussions. Ability to synthesize a broad set of information into a cohesive narrative.
• Experience using Qualtrics, Medallia, or similar enterprise-level experience management platforms.

Nice to have:

• Experience using R programming or Stata for statistical analysis on customer experience data.
• Experience running churn and predictive models based on customer experience data.

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.$106,802—$179,500 USDAnnual on-target earnings (OTE) range for full-time employees for this position is below and depends on your city of residence.$106,802—$179,500 USDThe 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.$106,802—$179,500 USD

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.

Benefits

Full time employees receive a competitive total compensation package along with employee-led remote and flexible working, health benefits, and much, much more. Take a look at our Benefits site to learn more.

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.

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.

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.