Senior Manager, Sales Operations

**Who we are**Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.Working at Samsara means you'll help define the future of physical operations and be on a team that's shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, Equipment Monitoring, and Site Visibility. As part of a recently public company, you'll have the autonomy and support to make an impact as we build for the long term.**About the role**:Samsara's Sales Support team is rapidly expanding, and we are looking for a strong people leader to join the team as a Senior Manager of Sales Operations supporting our North America Sales team. We are seeking a leader with a customer-oriented mindset who is eager to work in a fast-paced, dynamic environment with direct impact on our Sales team's success. In this high-visibility role, you will partner with leadership cross-functionally to solve inbound Sales requests efficiently and effectively, improve Sales processes, and execute data-driven decision-making and prioritization. This role is responsible for the day-to-day management, coaching, and development of 1 Supervisor and 12 Sales Ops Coordinators / Analysts.- **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**:- Assume end-to-end ownership of all Sales Support activities, including day to day management of sales support case SLAs, staffing, and tools to ensure best-in-class AE satisfaction for all inbound requests- Coach and develop the team to embody behavior-based coaching models meant to drive consistent improvement across the organization- Ensure productivity goals for the team are clearly understood, monitored, and achieved in order to maintain appropriate customer satisfaction and staffing- Lead and grow a team of Sales Support professionals to drive consistent service delivery execution and continuous improvement- Serve as the primary escalation point for complex deal support issues, providing strategic guidance to resolve blockers to deal closure- Develop and own KPIs used to measure Sales Support team performance and generate insights on process improvements to boost Sales productivity- Establish strong cross-functional relationships and feedback loops with senior stakeholders to deflect Sales Support ticket volume, including Go To Market Systems and Sales AEs- Lead initiatives to scale the Sales Support function in alignment with business growth- 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**:- 10+ years of experience in a Sales Support or Customer Support role in a dynamic environment, including 4+ years as a people leader- Experience managing large support teams and supporting their productivity by escalating issues, providing feedback and offering support- Excellent communication and critical thinking skills to understand sales policies and processes at a company, team, and individual sales rep level- Comfortable with ambiguity and enthusiastic about implementing complex change to improve sales & internal team eff