Customer Success - Quality Analyst

About the role:

We’re looking for an experienced Quality Analyst to join our newly formed Customer Success Quality Programs team. The Quality Analyst will partner with customer success leadership on quality initiatives to uplevel our customer-facing motions and drive even stronger outcomes for our customers. You will support teams in all segments of our customer base, implementing data monitoring systems, assessing compliance, and using business intelligence to drive improvements on both sides of the customer experience.

The ideal candidate has deep expertise in quality assurance operations for technical and non-technical customer teams and has experience diving into data to identify opportunities that will have a direct impact on the customer experience. The role will join a team in building mode, and a successful candidate will help create a sustainable quality function and culture. The role reports to the Sr. Manager of Customer Success Quality Programs and is part of the Customer Operations department supporting the Global Customer Outcomes organization.

This role is open to candidates residing in Mexico.

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 customer-facing colleagues to find unique solutions to help keep customers’ 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.

Click hereto learn more about Samsara's cultural philosophy.

In this role, you will:

• Utilize best practices and tools from across the industry to ensure the highest standards of service are being delivered in all customer interactions
• Observe customer 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, and training
• Collaborate across customer-facing and customer operations stakeholders to implement and ensure accountability in quality programs
• Leverage Excel, Google Sheets, and similar tools to analyze data and derive actionable insights
• Deliver data-driven insights on service quality of post-sales teams, including Implementation Services, Customer Success Managers, and Systems Integration Services
• 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:

• 4+ years of customer success, 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/or 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 managers, frontline 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

An ideal candidate also has:

• Experience working with Gong and/or Gainsight
• Project management or industry certifications, e.g. COPC