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Customer Success - Quality Analyst

Samsara

Samsara

IT, Customer Service, Sales & Business Development, Quality Assurance
Mexico · Remote
Posted on Wednesday, May 1, 2024

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.

Recent awards we’ve won include:

Glassdoor's Best Places to Work 2024

Best Places to Work by Built In 2024

Great Place To Work Certified™ 2023

Fast Company's Best Workplaces for Innovators 2023

Financial Times The Americas’ Fastest Growing Companies 2023

We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey.

Click here to learn more about Samsara's cultural philosophy.

About the role:

We’re looking for an experienced Quality Analyst to join our newly formed Customer Success Quality Programs team. The Quality Analyst will partner with customer success leadership on quality initiatives to uplevel our customer-facing motions and drive even stronger outcomes for our customers. You will support teams in all segments of our customer base, implementing data monitoring systems, assessing compliance, and using business intelligence to drive improvements on both sides of the customer experience.

The ideal candidate has deep expertise in quality assurance operations for technical and non-technical customer teams and has experience diving into data to identify opportunities that will have a direct impact on the customer experience. The role will join a team in building mode, and a successful candidate will help create a sustainable quality function and culture. The role reports to the Sr. Manager of Customer Success Quality Programs and is part of the Customer Operations department supporting the Global Customer Outcomes organization.

This role is open to candidates residing in Mexico.

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 customer-facing colleagues to find unique solutions to help keep 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 Success 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 more about Samsara's cultural philosophy.

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 customer interactions
  • Observe customer 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, and training
  • Collaborate across customer-facing and customer operations stakeholders to implement and ensure accountability in quality programs
  • Leverage Excel, Google Sheets, and similar tools to analyze data and derive actionable insights
  • Deliver data-driven insights on service quality of post-sales teams, including Implementation Services, Customer Success Managers, 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, 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/or 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 managers, frontline 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

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. We are committed to increasing diversity across our team and ensuring 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, Samsara for Good charity fund, 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’ or ‘@us-greenhouse-mail.io’. For more information regarding fraudulent employment offers, please visit our blog post here.