Strategic Implementation Consultant

4 weeks ago

United Kingdom Samsara Full time

About the role:

Samsara’s Strategic Customer Success team advises and guides our largest customers, ensuring they adopt Samsara and continuously gain business value from our products. We are the trusted point of contact for Samsara’s strategic customers throughout their lifecycle: onboarding, adoption, advocacy, and renewal.

In this role, you will be part of our Implementation team, responsible for helping Enterprise customers deploy and adopt our IoT solutions for their fleet and industrial assets. Picking up where our sales teams leave off, you will own the customer relationship and ensure a successful deployment of Samsara's solution. Your customers span the entire range of businesses that power our economy, including trucking and transportation, food and beverage, passenger transit, utilities, school buses, and many others. All the while building relationships with the customer, helping them learn our system, and overall ensuring a successful customer relationship.

Your role will be cross-functional in nature, working alongside and connecting Sales, Support, Sales Engineering and Product, enabling you to experience multiple aspects of a fast growing company from within.

This role requires exceptional customer-facing communication skills, the ability to quickly understand a customer's business, and comfort explaining technology products to both executives and day-to-day users. In addition to this, you will champion, role model, and embed Samsara’s cultural principles; Obsess Over the Customer, Build for the Long Term, Growth Mindset as we scale globally and across new offices.

In this role, you will:

  • Be a trusted consultant to our strategic customers to ensure that they increase the safety, efficiency, and sustainability of their operations with our IoT platform
  • Manage the deployment of Samsara technology to large-scale customers, enabling customers to achieve quick time to value in their investment
  • Create project plans and a roadmap to increase product usage
  • Track implementation progress, participation, product adoption, and account health
  • Develop and run training sessions, demonstrate Samsara’s technology, and work through challenges with executives and day-to-day users of the system across numerous use cases
  • Juggle multiple customer engagements in parallel and work cross-functionally to deliver an exceptional experience for our customers
  • Serve as a mentor to the wider Customer Success and Support teams
  • Deeply understand the Samsara platform’s capabilities and explain them to customers of all types
  • 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:

  • 6+ years of experience in a senior Customer Success, account management, project management, or strategic consulting role.
  • This is a demanding position with high internal visibility, that requires strong priority management and high emotional intelligence
  • Experience supporting or working with technical products
  • Solutions-oriented with strong problem solving skills
  • Excellent consultative skills with experience in end to end system implementations
  • Proven track record of building trust and communicating effectively with a wide variety of stakeholders: executives, Product and Engineering leadership, day-to-day users of our software
  • Passion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environment
  • Diplomacy, tact, and poise under pressure when working through customer issues
  • Bachelor’s degree from a 4-year institution

An ideal candidate also has:

  • Strong bias for action, the ability to think big, with insistence on high standards
  • Experience serving and supporting large-scale solutions and FTSE100 / Fortune 500 companies
  • Change management delivery experience
  • Additional language skills - German

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