Senior Manager, Support Enablement

Summary

Join Samsara, a pioneer in the Connected Operations™ Cloud, as the Head of Support Enablement, leading a team of trainers and enablement professionals to equip global support teams with the skills and knowledge needed to deliver exceptional customer experiences. This remote position, open to candidates residing in Mexico within commuting distance to the Mexico City office, requires 10+ years of experience in Learning & Development, 5+ years of managing and developing teams, and proven success in building and leading global support enablement programs. You will develop and implement onboarding programs, strategically scale global support enablement operations, lead the enablement team to deliver impactful training programs, drive innovation in learning systems, design and deliver comprehensive training content, and champion Samsara's cultural principles. This role offers the opportunity to impact industries that run our world, build a career at a rapidly growing company, and be part of a high-caliber team.

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