Systems Analyst - Customer Success

Who We Are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.

Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.

Recent awards we’ve won include:

Great Place To Work Certified™ 2023

Best Place to Work by Built In 2023

Financial Times The Americas’ Fastest Growing Companies 2023

Deloitte Fast 500 Companies

IoT Analytics Company of the Year in 2022’s IoT Breakthrough Winners

We see a profound opportunity for data to improve the safety, efficiency, and sustainability of operations, and hope you consider joining us on this exciting journey.

About the role:

The Systems Analyst - Customer Success will be responsible for the design and development of flexible and scalable solutions across the Customer Success tech stack with a focus on the CRM platform. This role requires that you understand the broader Customer Success business model and processes as well as have technical comfort around CRM design and development best practices. A successful Analyst will be able to gather requirements within the broader business framework and apply them to the delivery of business solutions. The Analyst will work with technical and cross-functional business teams to implement enhancements, projects, and resolve incidents. It requires a combination of analytical, technical, business acumen, and communication skills.

This is a multi-faceted role where you will work cross-functionality with our Customer Success, Go-to-Market Systems (Salesforce), Integrations (Finance technical team), Sales Operations, Product, Growth, Marketing, and Finance teams. The location of this position is flexible, either in our San Francisco HQ, Atlanta office, or fully remote.

The Customer Success team is responsible for onboarding, training, and ensuring that our customers are seeing the value of the Samsara platform from first purchase through to renewal and beyond. The System Analyst’s mission is to improve efficiency, reliability, and scalability of our internal systems to enable our customer success team to delight, retain, and expand our customer base.

You should apply if:

• 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 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 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 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.

Click here to learn about what we value at Samsara.

In this role, you will:

• Launching system updates
• Communicate regularly on program/project plans, progress, blockers, and risks to cross-functional stakeholders, sponsors, and vendors
• Partner with Customer Success and other cross-functional business stakeholders to understand requirements, develop strategies to meet architecture/technology needs, and provide/execute on technical designs
• Be hands-on with all aspects of our CS CRM operations, including:
• Work on Samara Customer Success’s CRM and integrations with other point solutions and key business systems
• Work closely with our Customer Success Operations team to identify, troubleshoot, and correct any issues
• Designing business rules that analyze customer data, and trigger actions for the customer success team to proactively engage with customers
• Maintaining responsibility for integration builds/maintenance
• Managing deployments of new data fields or processes to production
• 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
• Deploying releases and security requirements
• Setting and upholding standards for performance of automation and campaigns

Minimum requirements for the role:

• Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
• Experience designing test plans, performing unit testing, and launching projects effectively on tight timelines
• Experience with data integrity, data quality, data migration and data maintenance
• Effectively communicate vision, strategy, and statuses of projects to leadership and internal stakeholders
• 2+ years experience in CRM administration and development, previous Gainsight or Totango experience preferred
• Bachelor’s degree from a 4-year institution
• Excellent critical thinking skills with the ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions

Samsara’s Compensation Philosophy: Samsara’s compensation program is designed to deliver total compensation (based on role, level, and geography) that is above market. We do this through our base salary + bonus/variable + restricted stock unit awards (RSUs). A new hire RSU award is awarded at the time of hire, and additional RSU refresh grants may be awarded annually.

We pay for performance, and top performers are eligible to receive above target equity refresh awards which allow employees to achieve higher market positioning.

The range of annual on-target earnings (OTE) range for full-time employees for this position is below. Please note that OTE pay may vary depending on factors including your city of residence, job-related knowledge, skills.

$70,380—$103,500 USD

At Samsara, we welcome everyone regardless of their background, race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, etc. We depend on the unique approaches of our team members to help us solve complex problems. We are committed to increasing diversity across our team and ensuring that Samsara is a place where people from all backgrounds can make an impact.

Accommodations

Samsara is an inclusive work environment, and we are committed to ensuring equal opportunity in employment for qualified persons with disabilities. Please email [email protected] or click here if you require any reasonable accommodations throughout the recruiting process.

Benefits

Full time employees receive an above market total compensation package along with employee-led remote and flexible working, health benefits, Samsara for Good charity fund, and much, much more. Take a look at our Benefits site to learn more.

Flexible Working

At Samsara, we have adopted a flexible way of working, enabling teams and individuals to do their best work, regardless of where they’re based. We value in-person collaboration and know a change of scenery and quiet space to work is welcomed from time to time, but also appreciate that the world of work has changed. Our offices remain open for those who prefer to collaborate or work in-office, but we also encourage fully remote applicants. As most roles are not required to be in the office, we are able to hire remotely where Samsara has an established presence. If a role is required to be in a certain location and candidates do not have work authorization for that location, Samsara will conduct an immigration assessment. If the role is not required to be in a specific location, Samsara will move forward with the remote location that works best for the business. All offers of employment are contingent upon an individual’s ability to secure and maintain the legal right to work at the company.

Please note: Samsara does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Samsara employees.