About the role:
We are seeking a strategic and dynamic Director of Customer Support Systems to oversee the evolution and optimization of our customer-facing systems. Reporting directly to the VP of GTM Systems, this role will require a strong executive presence, advanced influencing and communication skills, and deep business acumen. The successful candidate will work closely with Customer Support, Customer Success and Partnerships organizations in Customer Outcomes and Business Technology teams to support post-sales customer journey.
This is a remote position open to candidates based in the United States.
In this role, you will:
- Strategic Leadership: Define and execute the overall strategy for Customer Support, Partnership systems, integration strategy for Customer Success Systems ensuring alignment with business goals and customer needs. Utilize deep business acumen to drive strategic initiatives.
- Systems Optimization: Oversee the development, implementation, and continuous improvement of Customer Support and Partnership systems, leveraging advanced influencing & communication skills.
- Cross-Functional Collaboration: Partner closely with the Customer Support, Customer Success and Partnerships organizations in Customer Outcomes and Business Technology teams to ensure systems integration, seamless information flow, and alignment with the overall business strategy.
- Advanced Influencing & Communication: Utilize advanced influencing and communication skills to foster alignment across teams, drive change, and create a cohesive vision for Customer Support and Partnership systems.
- Team Development: Lead, mentor, and grow a high-performing team of professionals, fostering a culture of collaboration, innovation, and excellence.
- Vendor Management: Identify, negotiate, and manage partnerships with third-party vendors to ensure the delivery of top-notch tools and services.
- Performance Metrics: Establish, track, and report key performance indicators to gauge success and identify opportunities for improvement.
- Compliance and Security: Ensure all systems adhere to industry standards, legal requirements, and best practices in security and data privacy.
- Budget Management: Oversee budget planning, allocation, and management within the area of responsibility, employing deep business acumen.
- 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.
- Hire, develop and lead an inclusive, engaged, and high performing team.
Minimum requirements for the role:
- Bachelor's degree in Business, Computer Science, Information Technology, or related field; Master’s degree preferred.
- 7+ years of experience in senior leadership roles focusing on Customer Support systems.
- Deep business acumen, with a strong understanding of support systems, integration tools, Quality Assurance and analytics platforms.
- Advanced influencing and communication skills, with a strong executive presence.
- Exceptional strategic thinking and problem-solving skills.
- Excellent collaboration skills, with experience working closely with Customer Support and Channel teams.
- A customer-centric mindset, with a focus on delivering value and an excellent customer experience.
