Senior Customer Success Quality Analyst

About the role:

We’re looking for an experienced Quality Analyst to join our pioneering Customer Success Quality Programs team. The Quality Analyst will partner with leadership and cross-functional stakeholders to uplevel and drive even stronger outcomes for our customers. You will support teams in all segments, implement data monitoring systems, assess compliance, and use business intelligence to drive improvements on both sides of the customer experience.

The ideal candidate has experience in a customer-facing role, expertise in quality assurance operations for technical and non-technical customer teams, and can parse data to identify high-leverage opportunities. You’ll join a team in building mode and help create a sustainable quality function and culture. This role reports to the Sr. Manager of GTM Quality Programs and is part of the Revenue Operations department.

This is a remote position 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. 

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: 

• Utilize best practices and tools from across the industry to ensure the highest standards of service are being 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 (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, 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

An ideal candidate also has:

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