[Hiring] Manager, Implementation @Samsara

Role Description

Samsara’s Enterprise Services team uses a high touch engagement methodology to guide our largest customer segment, ensuring they adopt Samsara and continuously gain business value from our products. We use data and automation to ensure all customers receive a high level of service and onboard to our platform successfully.

As the Manager of the Enterprise Implementation Consultants team, you will lead a team of Implementation Consultants who deploy Samsara’s connected operations platform — spanning hardware installation, software configuration, and system integrations — for our largest enterprise accounts. You will improve our high touch implementation motions, provide focused coaching for each team member, and be an inspiring leader who establishes an energizing team culture.

In this role, you will:

• Manage team performance
• Deliver results across team KPIs and org level OKRs
• Own executive-level stakeholder relationships and lead escalation resolution for at-risk, high-ACV accounts
• Partner cross-functionally with Sales, Solutions Engineering, Support, and Customer Success to ensure seamless handoffs, and protect renewal and expansion opportunities on these accounts
• Coach consultants through complex, multi-site technical implementations, including hardware deployment logistics and system/API integrations
• Identify and implement process-improvement opportunities; such as systems efficiency gains and leaning into data resulting in increased automation
• Lead from the front with a willingness to get hands dirty
• 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
• Hire, develop and lead an inclusive, engaged, and high performing team

Qualifications

• 4+ years of experience managing as services team, including experience supporting complex, multi-stakeholder enterprise deployments
• Experience implementing Enterprise (medium/high touch) accounts or account management programs. SaaS and/or IoT/hardware implementation experience preferred.
• This is a demanding position with high internal visibility that requires strong work ethic, prioritization, and high emotional intelligence
• Experience managing escalations and executive stakeholder relationships on complex, high-value accounts
• Experience with a customer success CRM such as Gainsight and/or PSA tool
• Solutions-oriented with strong problem solving skills
• Comfort in a fast-paced, change-heavy environment
• Strong bias for action, the ability to think big, with insistence on high standards
• Project/program management experience (PMP or similar) a plus
• Bachelor’s degree from a 4-year institution