Escalations Manager I

Job Description 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 Technologies India Private Limited is looking for an Escalation Manager I. Samsara is looking for an experienced Escalation Manager to join our Global Technical Support organization to provide individualized support with an elevated level of care and urgency for our customers. This includes providing executive-level communications to our customers and internal stakeholders. You will support customers involved in time-sensitive escalations and manage their overall experience by collaborating closely with customer stakeholders as well as Samsara's Sales, Customer Success, Technical Support, Product Management, and Engineering teams. You will be part of the Incident and Escalations team within the umbrella of the Global Technical Support organization. We are looking for a candidate with exemplary executive-level communication skills and a solid track record of managing high-priority escalations and projects to produce successful outcomes for our customer base. A successful candidate will be a creative problem solver with a passion for superb service and customer devotion. This is a remote working position open to candidates residing in India with a requirement to work US Eastern time zone business hours. Relocation assistance will not be provided for this role. 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 are the architect of your own career: If you put in the work, this role won't be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment. - You're energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers. - You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best. In this role, you will: - Be the Single Point of Contact: Manage the lifecycle of an escalation including, but not limited to, acting as the single point of contact for the customer and internal stakeholders. Be responsible for resource coordination and communication through escalation closure. - Cross-Functional Partnerships: Build strong working relationships with key stakeholders across Customer Success, Engineering, Product, and Sales, with a focus on fostering efficient collaboration and driving down resolution times. - Process Development: Develop, implement, and coordinate key post-escalation processes such as post-escalation reviews, post-mortems, trend evaluation, and other key continuous improvement activities in conjunction with the Support Operations team. - Best Practices: Establish and maintain escalation SOP's in accordance with industry standards and best practices. - Reporting & Metrics: Build and monitor escalation KPIs and relevant reporting to ensure support continues to provide the best experience possible for escalated customers. - Executive Reviews: Drive and manage review meetings focused on critical/major escalations with senior executives. - Samsara Culture: 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 of customer facing escalation management experience in fast-paced software/technology environments (SaaS/PaaS/IoT). - Demonstrated project management experience with an ability to influence stakeholders to achieve desired outcomes. - Exceptional judgment in high-pressure scenarios, and ability to make timely recommendations from both business and technical standpoints. - Strong bias for action, ownership, ability to dive deep, and insistence on the highest standards. - Demonstrated ability to communicate customer issues in a meaningful way to both technical and business audiences at various levels of seniority, up to and including senior executives. - Excellent english language verbal, written, communication, and receptive listening skills. - Proven ability to build strong working relationships cross-functionally to drive effective teamwork and communication. - Experience working with ticketing systems such as Zendesk and Salesforce. - Ability to permanently work US Eastern time zone business hours. An ideal candidate also has: - 8+ years of Technical Support and/or Support Services related experience with a proven track record of delivering business value and improvement. - High levels of emotional intelligence (EQ), empathy, proactivity, and the ability to advocate for both clients and internal teams alike, continuously striving for mutually beneficial solutions. - Ability to work in a hyper-growth environment with shifting priorities. - Experience working with dashboard tools such as Zendesk Explore and Tableau. 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 [Confidential Information] 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 or @us-greenhouse-mail.io. For more information regarding fraudulent employment offers, please visit our blog post here.