Senior Manager, Sales Operations
Samsara
Go
Job Level
Senior
About the role
- 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 inbound requests
- Day-to-day management, coaching, and development of 1 Supervisor and 12 Sales Ops Coordinators / Analysts
- Coach and develop the team using behavior-based coaching models to drive consistent improvement
- Ensure productivity goals are clearly understood, monitored, and achieved to maintain customer satisfaction and appropriate 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 and provide strategic guidance to resolve blockers to deal closure
- Develop and own KPIs to measure Sales Support 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
- Lead initiatives to scale the Sales Support function in alignment with business growth
- Champion, role model, and embed Samsara’s cultural principles as the team scales globally and across new offices
- Hire, develop, and lead an inclusive, engaged, and high-performing team
Requirements
- 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
- 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; MBA optional
- Bilingualism in Spanish and English
- Must be based within 30 miles of our Mexico City office; relocation assistance will not be provided
- (Ideal) Previous experience with Zendesk/Zendesk Explore in an administrator capacity
