The opportunity
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…
What you'll do
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 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.
Own complex billing and contract cases for Mid-Market and Commercial: accounts, from the first report to a confirmed fix, and keep the customer informed in plain terms, including accounts that are delinquent or facing suspension.
What they're looking for
- Reconstruct the full story behind a billing error across contracts, order: forms, segment or ownership changes, reprocessing, and invoicing, including cases with several AE handoffs and no clean record of what was promised.
- Separate a correction of a Samsara error from a concession, a return, a: reprocess, and a contract amendment, and choose the path that fixes the customer's billing, not only the immediate complaint.
- Drive Billing Support, Order-to-Cash, Sales Ops, Deal Desk, Finance, and Legal to execute the fix.
- Evaluate and prepare concession requests: confirm whether Samsara was at fault, size the request against policy and the approval matrix, write a short case summary (what happened, root cause, options considered and ruled out, recommendation, and risk), route it to the right approver, and confirm the credit is applied and the customer told.
