Program Manager, Customer Support Enablement

Samsara is a pioneer of the Connected Operations™ Cloud, helping organizations harness IoT data to improve physical operations. The Program Manager for Customer Support Enablement will engage with stakeholders to drive agent enablement strategies, manage programs to equip employees with necessary skills, and optimize resources to enhance customer experience.

Responsibilities:

• Lead the end-to-end planning and delivery of our highest priority and most complex programs by partnering with leadership and stakeholders to facilitate a needs assessment and strategy to address pain points for customers and within the business
• Develop comprehensive program strategies, roadmaps and plans, expertly framing the need, scoping and roadmapping the work, owning governance and stakeholder engagement, defining KPIs, and reporting on results
• Collaborate with stakeholders and drive alignment, owning program data-driven reporting, scope of impact, and communication, and partnering to iterate and improve outcomes for Samsara and our customers
• Identify and tackle operational problems through processes, tools, and dashboards that scale and mitigate risks through proactive solutions and communications
• 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

Requirements:

• 6-8 years of enablement or strategy program management experience, ideally in a high-growth SaaS environment or fast-paced technology consulting role
• Demonstrated success launching transformational enablement initiatives that measurably improve the customer experience and support scalability within the business
• Strong program management tool-kit, including problem solving and decision making skills, able to quickly ramp up on business priorities and derive insights from data
• Clear and confident communication, including ability to influence and lead cross-functional stakeholders, executives and front line managers by monitoring and analyzing core business metrics to generate insights and recommended actions
• Diplomacy, tact, and poise under pressure when working through issues, skilled at having prioritization conversations and discussing tradeoffs
• Enablement experience with B2B hardware and SaaS products
• PMP certification, Agile/Scrum Certification, Prosci Certification, and/or advanced training in Project/Program Management
• Experience in a global Operations, Customer Success, or Customer Experience organization