Project Manager – Customer Success Operations

Job title:

Project Manager – Customer Success Operations

Company

Samsara

Job description

About the role:Samsara is looking for a Project Manager to drive critical initiatives across the different business units within the global Customer Success organization. This person will work closely with the Customer Success Management and PMO team to identify critical strategic projects for the business, and scope, develop, and manage execution for these projects.The ideal candidate will have a passion for scaling organizations, and streamlining operations, and is eager to spearhead a variety of projects in a fast-moving environment. Validated project management skills, strong business acumen, the ability to coordinate cross-functional teams, and a technical background are required.This role is also open to candidates residing in Canada, except those residing in the Toronto Metro Area, Vancouver Metro Area, Calgary Metro Area, Edmonton Metro Area, and Montreal Metro Area.You should apply if:

• You want to impact the industries that run our world: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.
• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

In this role, you will:

• Project Scoping, Planning, and Execution: Work closely with business stakeholders (Customer Success leaders, managers, and frontline reps) to identify, scope, prioritize, plan, and execute strategic projects that improve the customer and employee experience
• Cross-Functional Project Management: Work with cross-functional leaders to scope projects, align objectives, and coordinate stakeholders to deliver outcomes aligned with key business objectives
• Change Management: Drive change management for process improvements within the Customer Success organization, ensuring the team is prepared, supported, and equipped with the necessary resources to adapt to organizational change
• Reporting & Results: Measure results of projects and report on outcomes delivered; drive continuous improvement processes to achieve and maintain operational excellence
• 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

Minimum requirements for the role:

• Bachelor’s Degree from a 4-year institution preferably in Business, Engineering, or other quantitative field
• 2-5 years experience as a Project Manager within operations and/or program management teams within a Customer Success, Customer Support, Customer Operations, or Product organization
• Track Record of delivering results that directly improve the customer experience and support scalability within the business
• Strong Project Management skills with expertise in end-to-end project delivery (i.e. framing the need, and scope requirements, documenting project plans, defining KPIs, and reporting on results)
• Strong communication and written language skills including clear and concise documentation
• Proven track record of building trust and effectively partnering with a wide variety of stakeholders: executives, managers, front-line teammates, and cross-functional partners
• Deep curiosity, excellent listening skills, strong empathy, and a growth mindset to push for continuous improvement
• Attention to detail and a commitment to exceptional work

Ideal Candidate has:

• Experience with B2B hardware and SaaS products
• PMP certification, Agile/Scrum Certification

Expected salary

Location

Canada

Job date

Tue, 30 Jul 2024 05:37:45 GMT

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