Manager, Customer Success - Quality Programs

About the role:

Samsara is looking for an experienced Quality Programs leader for the Global Customer Success (CS) organization. The Manager of Quality Programs will partner with Customer Success leadership to construct a Service Quality program that reflects the organization's commitment to customer experience and support the broader CS organization’s strategy. You will build, manage, and continuously improve the QA program end-to-end to ensure the organization delivers exceptional customer experiences.

The ideal candidate has expertise in quality assurance operations for customer success / support teams, has experience managing at a global scale, and has demonstrated ability to measure and enhance the customer experience. The role will join a team in building mode, and a successful candidate will have a strong bias for action and the ability to think big. The role reports to the Director of Customer Success Operations. 

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 Operations 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.

Click here to learn about what we value at Samsara. 

• Measure and Improve Customer Satisfaction: Develop a feedback loop from customer-provided feedback (e.g. CSAT) to ensure we remedy poor customer interactions while addressing gaps in customer support quality and processes.
• Lead Quality Assurance Operations: Utilize best practices and tools from across the industry to ensure highest standards of service is being delivered in all customer interactions.
• Enable Partner Quality Programs: Define the parameters, operating model, and calibration of a quality program for the Customer Success organization.
• Drive Continuous Improvement: Design the coaching framework for Implementation Consultants and Customer Success Managers, enable managers to deliver impactful feedback to employees, and drive continuous improvement programs.
• Enhance Quality Systems: Manage a scalable Quality Management System across all customer-facing functions (i.e. implementation services, customer success).
• 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
• Hire, develop and lead an inclusive, engaged, and high performing team

Minimum requirements for the role:

• 10+ years related professional experience
• 3+ years people management experience, with strong track record of hiring and developing top talent
• Bachelor’s degree
• Experience with customer-facing team QA programs across multiple channels
• Strong program management skills, including cross-functional leadership, systems thinking and process design, and data-driven decision-making
• Excellent written and verbal communication skills

An ideal candidate also has:

• COPC or other industry-standard contact center quality certifications
• Experience with technical products and customer success / customer experience