Senior Manager, Customer Experience Strategy

🕒 il y a 1 mois

🏄 California – Distant

🏄 California – Remote

💵 $126 000 - $202 500 / an

⏰ Temps Plein

🟠 Senior

💝 Support Client

🦅 Parrain de Visa H1B

Cette entreprise a parrainé des visas H1B par le passé.

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Samsara

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2015

🏢 Entreprise

🚗 Transport

🔐 Sécurité

💰 Seed Round en 2014-08

Enterprise • Transport • Security

Samsara est une entreprise technologique qui propose une plateforme d’opérations complète visant à améliorer l’efficacité, la sécurité et la durabilité des organisations. Ses solutions comprennent : • sécurité basée sur la vidéo • télématique des véhicules • monitoring des équipements • applications pour la main-d’œuvre • visibilité des sites Samsara accompagne un large éventail de secteurs, notamment le transport, la logistique, la construction et le secteur public. La plateforme connecte les personnes, les systèmes et les données, permettant aux organisations de prendre des décisions plus rapides et fondées sur les données. La technologie Connected Operations de Samsara aide les organisations complexes à fonctionner plus efficacement grâce au GPS en temps réel, à des alertes proactives, à des formations à la conformité et au suivi des actifs.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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