Samsara is hiring a
Director

Summary

Join Samsara, the pioneer of the Connected Operations Cloud, as a Director of Customer Support Systems. This role will oversee the evolution and optimization of customer-facing systems, requiring strategic leadership, advanced influencing and communication skills, and deep business acumen.

Requirements

• Bachelor's degree in Business, Computer Science, Information Technology, or related field; Master’s degree preferred
• 7+ years of experience in senior leadership roles focusing on Customer Support systems
• Deep business acumen, with a strong understanding of support systems, integration tools, Quality Assurance and analytics platforms
• Advanced influencing and communication skills, with a strong executive presence
• Exceptional strategic thinking and problem-solving skills
• Excellent collaboration skills, with experience working closely with Customer Support and Channel teams
• A customer-centric mindset, with a focus on delivering value and an excellent customer experience

Responsibilities

• Define and execute the overall strategy for Customer Support, Partnership systems, integration strategy for Customer Success Systems ensuring alignment with business goals and customer needs
• Oversee the development, implementation, and continuous improvement of Customer Support and Partnership systems, leveraging advanced influencing & communication skills
• Partner closely with the Customer Support, Customer Success and Partnerships organizations in Customer Outcomes and Business Technology teams to ensure systems integration, seamless information flow, and alignment with the overall business strategy
• Utilize advanced influencing and communication skills to foster alignment across teams, drive change, and create a cohesive vision for Customer Support and Partnership systems
• Lead, mentor, and grow a high-performing team of professionals, fostering a culture of collaboration, innovation, and excellence
• Identify, negotiate, and manage partnerships with third-party vendors to ensure the delivery of top-notch tools and services
• Establish, track, and report key performance indicators to gauge success and identify opportunities for improvement
• Ensure all systems adhere to industry standards, legal requirements, and best practices in security and data privacy
• Oversee budget planning, allocation, and management within the area of responsibility, employing deep business acumen
• 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

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