Customer Engagement Manager
Samsara is the leader in Industrial IoT. Our mission is to increase the efficiency, safety, and sustainability of the operations that power our economy. Samsara’s portfolio of complete Internet of Things (“IoT”) solutions combine hardware, software, and cloud to bring real-time visibility, analytics, and AI to operations. We serve over 10,000 customers across diverse sizes and industries, from transportation and logistics to field services, food production, energy, construction, local governments, and manufacturing. Our growing suite of solutions include vehicle telematics, driver safety, mobile workflow and compliance, asset tracking, and industrial process controls - all in an integrated, open, real-time platform. Samsara was founded in 2015 by the co-founders of Meraki, now part of Cisco Systems. Our fast-growing team of 1,300 employees is headquartered in San Francisco, with offices in San Jose, Atlanta & London. Samsara has raised over $530M from Andreessen Horowitz, General Catalyst, Tiger Global, and Dragoneer.
In this role, you will be responsible for helping Samsara’s largest & most strategic customers implement and adopt our IoT solutions for their fleet and industrial assets.
Picking up where our sales teams leave off, you will own the customer relationship and ensure a successful deployment of Samsara's solution. In a given week you may work with a large long-haul trucking company, an industrial-scale food producer, and a public utility to develop an implementation plan, train various groups within the customer’s organization, troubleshoot and escalate issues (working with our tech support team), and ensure a successful customer relationship.
Your role will be cross-functional in nature, working alongside and connecting product managers, business operations, sales, and systems engineers, enabling you to experience multiple aspects of a hyper-growth company from within. Since Samsara is a fast-growing company with an emerging IoT technology, you can expect this role to evolve over time, with opportunities to take on increasing levels of responsibility and impact our growth.
This role requires the ability to deeply understand a customer's business and operational needs, exceptional customer-facing communication skills while delivering onboarding services by phone, video conference, & in person, project management experience, and the technical competence to understand Samsara’s product capabilities, manage system integrations, and diagnose product issues.
This role is primarily based in San Francisco, with travel opportunities to visit customers on-site.
- Communication: Ability to run training sessions, develop high-quality training materials, and work through challenges with everyone from technicians to COOs.
- Project Management: Ability to develop a project plan with the customer, and to juggle multiple customer engagements in parallel. Ability to seamlessly work cross-functionally across product managers, business operations, sales, and systems engineers to deliver an exceptional experience for our customers
- Technical Aptitude: You must have the technical acumen to deeply understand the Samsara platform’s capabilities, to diagnose product issues, and to effectively escalate them to engineering.
- Bachelor’s or Master’s degree required