Senior Manager, Support Enablement

Summary

Join Samsara, a leading provider of the Connected Operations™ Cloud, as the Head of Support Enablement and lead the Learning & Development strategy for their global support organization. You will be responsible for developing and implementing onboarding programs, scaling global support enablement operations, leading the enablement team to deliver impactful training programs, driving innovation in learning systems, designing and delivering comprehensive training content, and improving key performance metrics. This role requires 10+ years of experience in Learning & Development, 5+ years of experience managing and developing teams, proven success in building and leading global support enablement programs, strong organizational leadership abilities, experience designing, delivering, and evaluating technical training, and excellent communication skills. The ideal candidate will also possess a Certified Professional in Learning and Performance (CPLP) credential, Project Management Professional (PMP) certification, demonstrated experience with instructional design methodologies and learning technologies, experience with B2B hardware and SaaS products, bilingual proficiency in English and Spanish, and the ability to travel to Mexico City 10% of the time.

Requirements

• 10+ years of experience in Learning & Development
• 5+ years of experience managing and developing teams
• Proven success in building and leading global support enablement programs
• Strong organizational leadership abilities, including clear communication, influencing skills, and fostering collaboration
• Experience designing, delivering, and evaluating technical training, especially for remote teams
• Proactive approach with a strategic mindset and commitment to high standards
• Excellent communication skills, including writing, presentation design, and stakeholder management

Responsibilities

• Develop and implement world-class onboarding programs for new Support Engineers, ensuring they achieve Samsara's high standards for technical expertise and customer service excellence
• Strategically scale global support enablement operations , encompassing onboarding, continuous learning, change management, and coaching initiatives
• Lead the enablement team to deliver impactful training programs across technical support, customer support, and specialized teams
• Drive innovation in learning systems , including the integration of AI throughout the onboarding and learning lifecycle, revolutionizing content creation and delivery
• Design, deliver, and manage comprehensive technical and non-technical training content , collaborating closely with Product Management, Sales, and Customer Success teams
• Drive improvement to key performance metrics by measuring the effectiveness and ROI of onboarding and training programs
• 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

Preferred Qualifications

• Certified Professional in Learning and Performance (CPLP) credential from the Association for Talent Development (ATD)
• Project Management Professional (PMP) certification from the Project Management Institute (PMI)
• Demonstrated experience with instructional design methodologies and learning technologies
• Experience with B2B hardware and SaaS products
• Bilingual, both spoken and written in English and Spanish
• Ability to travel to Mexico City 10% of the time

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