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 billing case your team resolves keeps the organizations that move goods, transport students, and restore power focused on their operations rather than on a billing dispute.
You want to build something from the ground up: This team and function are new. You will hire the team, write the playbook, and set up the systems and metrics that define how Samsara resolves billing and contract cases.
You thrive when solving problems: You figure things out, even without a clean playbook or precedent. With a growth mindset and a desire to learn, you find the fix that works for the customer and for Samsara, and you teach your team to do the same.
You are an investigator: You enjoy rebuilding a timeline from incomplete or conflicting records across sales and finance systems, and you stay curious until the numbers tie out.
You are a people leader: You enjoy hiring, coaching, and developing a team, and you set a high bar for quality, ownership, and follow-through.
You are a natural relationship builder: Whether with our customers or cross-functional teams at Samsara, you are in constant communication and collaboration with key stakeholders to win as a team, and you can maintain clear boundaries while staying warm.
What they're looking for
- 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.
- Build and lead a new team of 3 to 4 Contract and Billing Resolution: Specialists: hire, onboard, coach, and develop them, and set clear expectations for case quality, ownership, and customer communication.
- Stand up the function from scratch: take the billing, concession, and cancellation work that CSMs handle today, define what the team owns and what it does not, and turn it into a documented playbook that is repeatable and scalable.
- Design and launch the system of record for billing and contract cases,: working with CS Ops and Systems partners to set up intake, routing, case tracking, and customer communication in tools such as Zendesk, Salesforce, or Jira.