Customer Experience Strategy Manager

About the role:

As a critical member of the Customer Experience Strategy team, you will focus on advancing our mission of delivering a superior experience throughout the customers’ end-to-end journey. You will play a pivotal role in improving our customers’ experience, loyalty and growth by influencing the company and our leadership to action using customer experience feedback and insights. This role reports directly to the Head of CX - Insights & Operations. 

You have extensive voice of the customer (VoC) program management experience and are passionate about customer data, with a proven history of driving insights that improve the customer experience. You will partner with leaders across the organization to execute new customer listening programs and provide a more holistic voice of customer assessment for Samsara.

You'll come with a strong understanding of customer experience program management, analytics, and the ability to tell compelling stories with data. You will also come ready to dive deep into customer journeys and data to understand and empathize with customer pain points and identify opportunities with respect to customer engagement, business strategy, and quality of service.

This is a remote position open to candidates based in the United States.

You should apply if: 

• You want to impact the industries that run our world: Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, and most importantly, ensure workers return home safely.
• You have an innate curiosity about how businesses work: One day you’ll meet with someone in waste management and the next you may be learning about the inner workings of a food distribution center. Our top sales team members seek to learn the ins and outs of the businesses they support in order to make a larger impact. 
• You build genuine relationships with your customers: The industries we serve have relied on pen-and-paper solutions for years and haven’t been met with the type of technology we offer. Our customers value earned trust and human relationships built over time.
• You want to be with the best: Samsara’s high-performance culture means you’ll be surrounded by the best and challenged to go farther than you have before. 
• You are a team player: At Samsara, sales is a team sport. We help each other out by sharing best practices and focusing on winning as a team.

In this role, you will:

• Build a world-class customer listening infrastructure. Design and lead new and emerging Voice of Customer (VoC) programs that provide the organization with actionable customer experience insights. This includes survey design and operations, reporting, analysis, and managing the closed loop process.
• Lead internal change management and training efforts related to new VoC programs.
• Derive actionable insights from quant and qual customer data. Top line and in-depth analysis of customer data to determine significance of trends, key drivers of customer experience, and impact on business and customer health.
• Drive systemic customer experience improvements. Facilitate cross-functional insight reviews and action-planning meetings with internal stakeholders to drive customer experience improvements. Lead efforts targeting key customer pain points to optimize the customer experience, working cross-functionality to integrate quantitative and qualitative feedback to determine, design and implement strategic solutions.
• Build and drive a robust closed loop process, ensuring world-class 1:1 follow up with our customers based on their feedback and issue resolution in real-time. 
• Support the implementation of a customer experience management platform, which will centralize all channels of customer feedback into one tool.
• Operationalize a customer-centric culture at Samsara. Inspire the organization to listen, understand and act on customer feedback as an effective data-driven storyteller.
• Be a CX thought leader. Bring industry leading trends, technologies, best practices to Samsara to continually stay best in class on customer experience programs and approaches.
• 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:

• 5+ years direct experience in Customer Experience, Customer Insights, Partner Experience, or Market Research in a B2B SaaS or Fortune 500 Company.
• Experience managing global customer or partner listening posts, such as NPS programs, advisory boards, transactional survey programs, or event-based surveys.
• Knowledge of a variety of survey design and research methods.
• Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics.
• Experience applying statistical techniques and working knowledge of statistics concepts.
• Experience in building trusting relationships and influencing others (including executive audiences).
• Strong analytical and logical reasoning skills; deep sense of curiosity. 
• Comfort in a fast-paced environment, managing multiple projects simultaneously.
• Willingness to roll up your sleeves; no task is too big or small.
• Demonstrated passion for Customer Experience and acting as an advocate for customers.
• Strong presentation skills, able to convey complex ideas in a clear, concise manner both verbally and in writing, comfortable in business and technical discussions. Ability to synthesize a broad set of information into a cohesive narrative.
• Experience using Qualtrics, Medallia, or similar enterprise-level experience management platforms.

Nice to have:

• Experience using R programming or Stata for statistical analysis on customer experience data.
• Experience running churn and predictive models based on customer experience data.