Escalations Manager I

November 8

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Samsara

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Enterprise • Transport • Security

Samsara is a technology company that provides a comprehensive operations platform aimed at improving the efficiency, safety, and sustainability of organizations. Their solutions include video-based safety, vehicle telematics, equipment monitoring, workforce applications, and site visibility. Samsara serves a wide range of industries, including transportation, logistics, construction, and government. The platform connects people, systems, and data, enabling organizations to make faster, data-informed decisions. Samsara's Connected Operations technology helps complex organizations operate more effectively by offering real-time GPS, proactive alerts, compliance training, and asset tracking.

1001 - 5000 employees

Founded 2015

🏢 Enterprise

🚗 Transport

🔐 Security

💰 Seed Round on 2014-08

📋 Description

• Manage the lifecycle of an escalation including, but not limited to, acting as the single point of contact for the customer and internal stakeholders. • Build strong working relationships with key stakeholders across Customer Success, Engineering, Product, and Sales, with a focus on fostering efficient collaboration and driving down resolution times. • Develop, implement, and coordinate key post-escalation processes such as post-escalation reviews, post-mortems, trend evaluation, and other key continuous improvement activities in conjunction with the Support Operations team. • Establish and maintain escalation SOP’s in accordance with industry standards and best practices. • Build and monitor escalation KPIs and relevant reporting to ensure support continues to provide the best experience possible for escalated customers. • Drive and manage review meetings focused on critical/major escalations with senior executives. • 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

• 5+ years of customer facing escalation management experience in fast-paced software/technology environments (SaaS/PaaS/IoT). • Demonstrated project management experience with an ability to influence stakeholders to achieve desired outcomes. • Exceptional judgment in high-pressure scenarios, and ability to make timely recommendations from both business and technical standpoints. • Strong bias for action, ownership, ability to dive deep, and insistence on the highest standards. • Demonstrated ability to communicate customer issues in a meaningful way to both technical and business audiences at various levels of seniority, up to and including senior executives. • Excellent english language verbal, written, communication, and receptive listening skills. • Proven ability to build strong working relationships cross-functionally to drive effective teamwork and communication. • Experience working with ticketing systems such as Zendesk and Salesforce. • Ability to permanently work US Eastern time zone business hours.

🏖️ Benefits

• Full time employees receive a competitive total compensation package along with employee-led remote and flexible working • health benefits • Accommodations for qualified persons with disabilities • Flexible working model