Senior Customer Success Quality Analyst

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, 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 pioneering Customer Success Quality Programs team. The Quality Analyst will partner with leadership and cross-functional stakeholders to uplevel and drive even stronger outcomes for our customers. You will support teams in all segments, implement data monitoring systems, assess compliance, and use business intelligence to drive improvements on both sides of the customer experience.

The ideal candidate has experience in a customer-facing role, expertise in quality assurance operations for technical and non-technical customer teams, and can parse data to identify high-leverage opportunities. You'll join a team in building mode and help create a sustainable quality function and culture. This role reports to the Sr. Manager of GTM Quality Programs and is part of the Revenue Operations department.

This is a remote position open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.

You should apply if:

- You want to impact the industries that run our world: Your efforts will result in real-world impacthelping 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:

- Utilize best practices and tools from across the industry to ensure the highest standards of service are being delivered in all prospect and customer interactions
- Monitor 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, training, and outcomes
- Collaborate across customer success and customer operations stakeholders to implement and ensure accountability in quality programs
- Leverage Large Language Models (LLMs), Excel, Google Sheets, Tableau, and similar tools to analyze data and derive actionable insights
- Deliver data-driven insights on the quality of post-sales teams, including Implementation Services, Customer Success Management, 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, Sales Enablement, Operations, Quality, Management Consulting, or Program Management experience, ideally in a SaaS environment or fast-paced IT consulting role
- Proven track record launching transformational quality projects that measurably increase team productivity and 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 reps, managers, and technical roles
- Poise under pressure when working through issues in a fast-paced environment
- Strong attention to detail and a knack for process improvement and documentation

An ideal candidate also has:

- Experience working with Gong and/or Gainsight
- Project management or industry certifications, e.g., COPC, PMP

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.

$85,680$115,200 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 [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.