Senior Sales Quality Analyst
Samsara
PMPTableau
Senior Quality Analyst – Customer Success
Samsara
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $85,680 - $115,200 per year
Job Level
Senior
Tech Stack
PMPTableau
About the role
- Partner with leadership and cross-functional stakeholders to uplevel and drive stronger outcomes for customers
- Support teams in all segments, implement data monitoring systems, assess compliance, and use business intelligence to drive improvements
- Utilize best practices and tools from across the industry to ensure the highest standards of service are delivered in all prospect and customer interactions
- Monitor interactions across various lines of business to assess quality of engagement and process compliance
- Implement mechanisms to track and ensure compliance with quality process requirements, call scoring, and calibration
- Drive investigative projects that identify opportunities to improve behaviors, processes, procedures, tools, training, and outcomes
- Collaborate across customer success and customer operations stakeholders to implement and ensure accountability in quality programs
- Leverage Large Language Models (LLMs), Excel, Google Sheets, Tableau, and similar tools to analyze data and derive actionable insights
- Deliver data-driven insights on the quality of post-sales teams, including Implementation Services, Customer Success Management, and Systems Integration Services
- Champion, role model, and embed Samsara’s cultural principles and report to the Sr. Manager of GTM Quality Programs as part of Revenue Operations
Requirements
- 4+ years of Customer Success, Sales Enablement, Operations, Quality, Management Consulting, or Program Management experience, ideally in a SaaS environment or fast-paced IT consulting role
- Proven track record launching transformational quality projects that measurably increase team productivity and customer outcomes
- Ability to ramp up quickly on business priorities and derive insights from data
- Excel at building trust and communicating effectively with a wide variety of stakeholders, including account reps, managers, and technical roles
- Poise under pressure when working through issues in a fast-paced environment
- Strong attention to detail and a knack for process improvement and documentation
- Experience in a customer-facing role and expertise in quality assurance operations for technical and non-technical customer teams
- Experience working with Gong and/or Gainsight (preferred)
- Project management or industry certifications, e.g., COPC, PMP (preferred)
- Proficiency leveraging Large Language Models (LLMs), Excel, Google Sheets, Tableau, and similar tools (preferred)
- Must reside in the United States (remote) — open to candidates residing in the US except Alaska, Austin Metro, Boulder Metro, California, Chicago Metro, Connecticut, Dallas Metro, Denver Metro, Houston Metro, Maryland, Massachusetts, New Jersey, New York, Rhode Island, Seattle Metro, and Washington, D.C.
