Senior Manager, Sales Operations

About the role:

Samsara’s Sales Support team is rapidly expanding, and we are looking for a strong people leader to join the team as a Senior Manager of Sales Operations supporting our North America Sales team. We are seeking a leader with a customer-oriented mindset who is eager to work in a fast-paced, dynamic environment with direct impact on our Sales team’s success. In this high-visibility role, you will partner with leadership cross-functionally to solve inbound Sales requests efficiently and effectively, improve Sales processes, and execute data-driven decision-making and prioritization. This role is responsible for the day-to-day management, coaching, and development of 1 Supervisor and 12 Sales Ops Coordinators / Analysts.

This is a remote position open to candidates based within 30 miles of our Mexico City office. Relocation assistance will not be provided for this role.

You should apply if:

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, and most importantly, ensure workers return home safely.
• You have an innate curiosity about how businesses work: One day you’ll meet with someone in waste management and the next you may be learning about the inner workings of a food distribution center. Our top sales team members seek to learn the ins and outs of the businesses they support in order to make a larger impact.
• You build genuine relationships with your customers: The industries we serve have relied on pen-and-paper solutions for years and haven’t been met with the type of technology we offer. Our customers value earned trust and human relationships built over time.
• You want to be with the best: Samsara’s high-performance culture means you’ll be surrounded by the best and challenged to go farther than you have before.
• You are a team player: At Samsara, sales is a team sport. We help each other out by sharing best practices and focusing on winning as a team.

In this role, you will:

• Assume end-to-end ownership of all Sales Support activities, including day to day management of sales support case SLAs, staffing, and tools to ensure best-in-class AE satisfaction for all inbound requests
• Coach and develop the team to embody behavior-based coaching models meant to drive consistent improvement across the organization
• Ensure productivity goals for the team are clearly understood, monitored, and achieved in order to maintain appropriate customer satisfaction and staffing
• Lead and grow a team of Sales Support professionals to drive consistent service delivery execution and continuous improvement
• Serve as the primary escalation point for complex deal support issues, providing strategic guidance to resolve blockers to deal closure
• Develop and own KPIs used to measure Sales Support team performance and generate insights on process improvements to boost Sales productivity
• Establish strong cross-functional relationships and feedback loops with senior stakeholders to deflect Sales Support ticket volume, including Go To Market Systems and Sales AEs
• Lead initiatives to scale the Sales Support function in alignment with business growth
• 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

Minimum requirements for the role:

• 10+ years of experience in a Sales Support or Customer Support role in a dynamic environment, including 4+ years as a people leader
• Experience managing large support teams and supporting their productivity by escalating issues, providing feedback and offering support
• Excellent communication and critical thinking skills to understand sales policies and processes at a company, team, and individual sales rep level
• Comfortable with ambiguity and enthusiastic about implementing complex change to improve sales & internal team efficiency
• Deep expertise in key sales operational processes such as territory management, quota operations, policy management, etc.
• Strong project management, business judgment, and organizational skills with the ability to manage competing priorities
• Previous experience with Salesforce in an administrator capacity
• Proficiency in Excel/Google Sheets
• Bachelor's degree or higher from a top university; business, finance, economics, or engineering focus is a plus; MBA is optional
• Bilingualism in Spanish and English

An ideal candidate also has:

• Previous experience working within Zendesk/Zendesk Explore in an administrator capacity