SAMSARA Enablement Manager - Training and Quality Salary in the United States

About the Role

Samsara is looking for an experienced Enablement Manager to run our Training and Quality Assurance programs for the Global Technical Support organization. You will own designing, executing, measuring, and improving both programs end to end. This position will play a critical role in building and scaling a world-class Technical Support organization.

The ideal candidate will have training expertise in working with technical and non-technical audiences. You will prioritize what’s most impactful to improving the customer experience by identifying training needs and addressing gaps in technical knowledge and customer service quality. The role reports to the Head of Support Operations, a team responsible for Service and Operational Excellence for Samsara’s global Technical Support organization. 

In this role, you will own: 

• Strategy and Execution: Own end to end onboarding, training, and quality assurance programs for global Technical Support
• Onboarding: Manage onboarding for newly hired Technical Support Engineers to ensure they meet Samsara’s high technical knowledge and service standards to deliver world-class customer experience
• Training: Design, deliver, and manage technical and non-technical training content for employees by closely collaborating with cross-functional teams, including Product Management, Engineering, Sales, and Customer Success
• Quality Assurance: Develop and administer internal Quality Assurance program, utilizing best practices and tools from across the industry to ensure highest standards of service for all customer interactions
• Systems: Implement a Learning Management System (LMS) to administer, document, measure, and report on the end-to-end training program
• Metrics: Define, monitor, and report on key performance metrics focused on measuring effectiveness and ROI of onboarding, training, and quality assurance

An ideal candidate has:

• B.S. or higher, preferably in Education, Engineering, or other quantitative field
• 5+ years experience in technical training or quality assurance role
• Experience designing, delivering, and measuring technical training for a variety of audiences (remote or online instruction is a plus)
• Combination of technical and customer service acumen
• Excellent communication skills and ability to influence engineers, managers and leadership across the company
• Strong bias for action, the ability to think big, and insistence on the highest standards
• Experience in a customer-facing role is highly preferred