Senior Manager, Customer Experience Strategy

🕒 vor 1 Monat

🏄 California – Remote

🏄 California – Remote

💵 $126.000 - $202.500 / Jahr

⏰ Vollzeit

🟠 Senior

💝 Kundenservice

🦅 H1B-Visum-Sponsor

Dieses Unternehmen hat in der Vergangenheit H1B-Visa gesponsert.

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Lebenslauf hochladen

Samsara

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

Gegründet 2015

🏢 Unternehmen

🚗 Transport

🔐 Sicherheit

💰 Seed Round im 2014-08

Enterprise • Transport • Security

Samsara ist ein Technologieunternehmen, das eine umfassende Operations‑Plattform anbietet, um die Effizienz, Sicherheit und Nachhaltigkeit von Organisationen zu verbessern. Das Lösungsportfolio umfasst videobasierte Sicherheit, Fahrzeugtelematik, Anlagen‑/Geräteüberwachung, Workforce‑Anwendungen und Site Visibility. Samsara bedient ein breites Spektrum an Branchen, darunter Transport, Logistik, Baugewerbe und öffentlicher Sektor. Die Plattform verbindet Menschen, Systeme und Daten und ermöglicht es Organisationen, schnellere, datenbasierte Entscheidungen zu treffen. Die Connected Operations‑Technologie von Samsara hilft komplexen Organisationen, effektiver zu arbeiten – mit Echtzeit‑GPS, proaktiven Alerts, Compliance‑Schulungen und Asset Tracking.

Beschreibung

• Operate a world-class AI-powered customer listening infrastructure. • Own the unified customer intelligence platform. • Own and manage Samsara's Qualtrics platform end to end. • Derive and activate AI-powered insights. • Build and scale the closed-loop excellence program. • Drive systemic customer experience improvements. • Implement and manage AI tooling for CX intelligence. • Build the Synthetic CSAT and real-time sentiment layer. • Operationalize a customer-centric culture at Samsara. • Be a CX and AI thought leader. • Hire, develop, and lead a high-performing, inclusive team.

🎯 Anforderungen

• 8+ years of direct experience in Customer Experience, Customer Insights, or Market Research in a B2B SaaS or enterprise technology company. • Demonstrated hands-on experience working with AI tools applied to customer understanding, including LLM-based analysis, AI-moderated research, automated theme extraction, or AI-augmented VoC programs. We need a builder, not just an enthusiast. • Experience designing and managing global VoC programs, NPS, CSAT, transactional surveys, advisory boards, and event-based listening programs. • Strong analytical skills with experience interpreting complex quantitative and qualitative data, applying statistical techniques, and constructing compelling narratives that drive organizational action. • Experience building and managing a CX or feedback technology platform (Qualtrics, Medallia, or equivalent), including vendor management, integration oversight, and stakeholder adoption. • Proven ability to influence senior and cross-functional stakeholders without direct authority, using customer insight, ARR impact framing, and data-backed storytelling to drive action on CX priorities across Product, CS, Support, and Sales. • Exceptional written and verbal communication skills, able to distill complex, multi-dimensional data into clear narratives for both business and technical audiences. • Genuine passion for customer experience, backed by a track record of turning customer advocacy into decisions that measurably improve the journey. • Comfort operating in a fast-paced environment, managing multiple workstreams simultaneously, and rolling up your sleeves when the work requires it. • Entrepreneurial mindset, energized by greenfield opportunity and ready to build programs, systems, and capabilities from the ground up.

🏖️ Vorteile

• flexible, employee-led remote model • professional development stipend • comprehensive health and parental leave plans • above-market total compensation • performance-based bonus/variable pay • equity for eligible roles