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: Your work will help customers operate more safely, efficiently, and sustainably.
You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We create opportunities to learn, grow, and master your craft in a high-growth environment.
You’re energized by our opportunity: Digitizing large sectors of the global economy requires creative problem-solving, sound judgment, and a strong commitment to customer success.
You want to be with the best: At Samsara, we win together, support each other, and hold ourselves accountable to high standards.
Own priority customer escalations end to end, including triage, action: planning, cross-functional coordination, risk management, and real-time status updates to customers and executive stakeholders.
Serve as the single-threaded owner for complex escalations, creating: structure and accountability across Sales, Finance, Support, Customer Success, Product, Engineering, and other partner teams.
What they're looking for
- Deliver clear post-mortems and executive summaries; track resolution: progress, commitments, and follow-up actions through closure.
- Analyze escalation themes and quantify business impact to identify and: prioritize opportunities for process, product, and workflow improvement.
- Lead cross-functional programs to improve the customer experience: standardize escalation workflows, service-level expectations, tooling, reporting, and dashboards.
- Coach frontline teams on escalation prevention, de-escalation, customer: communication, and effective use of escalation processes.
