Manager II, Engagement Services

About the role:

The Manager, Engagement Services is a critical leadership role responsible for overseeing the team that defines and sells the value of Samsara Professional Services. In this role, you will manage team outcomes and contribute to the development of operational plans, ensuring your team successfully drives Services ARR attach quotas and accurately forecasts and scopes incoming delivery projects. You will be responsible for hiring and developing strong talent, using data to inform team decisions, and driving operational excellence by evaluating and improving processes within your team’s scope.

This role may require travel up to 50%.

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: Every phone call you answer and every email you send can affect whether truck drivers deliver goods on time and without accidents, whether students get dropped off safely from school, or whether power gets restored quickly after a natural disaster.
• You thrive the most when solving problems: Our constantly expanding technology and the complexities faced by our customers provide an exciting range of challenges for our Customer Success teams. With a growth mindset and a desire to learn, you will strategically partner with our customers to find unique solutions to help keep their operations safe, efficient, and sustainable.
• You are a natural relationship builder: Whether the relationship is with our customers or with cross-functional teams in Samsara, you are in constant communication and collaboration with key stakeholders to win as a team.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. This Customer Success team is still shaping its future and you will have plenty of autonomy and opportunities to master your craft in a hyper growth environment.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by the best and brightest professionals out there.

In this role, you will: 

• Coach team members to achieve and surpass performance goals, specifically overseeing the team’s ability to meet Services ARR attach quotas, improve sales win rates by positioning the value of Samsara services and facilitate seamless Sales to Services transitions. 
• Translate business needs into clearly scoped technical projects, perform technical vetting to ensure feasibility and alignment, and partner with customer account teams on prioritization decisions
• Define project goals, success criteria, and expected impact
• Collaborate with GTM leadership to shape service offerings in support of broader company initiatives, including the launch of new products. 
• Oversee the ongoing enablement of Samsara’s sales and customer success teams on how to communicate service offerings to customers and properly manage customer expectations pre-sale. 
• Ensure goal clarity and implement strategies to enable new hires to achieve productivity quickly.
• Evaluate and improve operational processes within the team scope to reduce unnecessary complexity and delays. This includes refining Services templates, engagement processes, and methodologies to increase automation and system efficiency.
• Define strategic initiatives with input from cross-functional leaders to drive improvements in process, enablement, and accuracy leveraging AI to drive efficiencies. You will be responsible for forecasting services and closely monitoring the ARR pipeline to understand capacity demands.
• Gather, interpret, and present data to inform team decisions, utilizing Salesforce reports and dashboards to assess team performance and identify areas for improvement.
• Anticipate and mitigate operational risks that may impact team objectives, contributing to the development of risk mitigation plans regarding services scoping and delivery.
• Foster a collaborative environment to promote open communication with Sales, Sales Engineers, and Customer Success to integrate services solutions into comprehensive Samsara proposals.
• Demonstrate a willingness to get your hands dirty while championing Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team).

Minimum requirements for the role:

• 4+ years of experience managing a team.
• 7+ years of relevant industry experience, preferably in Professional Services, Sales Engineering, or Customer Success.
• Proven track record as a people leader with experience hiring, developing, and leading inclusive, engaged teams
• Proven experience managing team outcomes and contributing to operational planning; experience implementing or managing a scaled onboarding or services sales program (SaaS preferred).
• Demonstrable experience with the SOW/Proposal process, including scoping, producing, and delivering statements of work that meet documented technical requirements.
• Experience creating/navigating SFDC reports and dashboards.
• Strong presentation skills with the ability to articulate customer success stories and metrics that demonstrate value.
• Solutions-oriented with strong problem-solving skills and the ability to reduce unnecessary complexity in a fast-paced environment.
• Bachelor’s degree from a 4-year institution.

An ideal candidate also has:

• Strong bias for action, the ability to think big, with insistence on high standards
• Experience serving a large and complex customer base in B2B SaaS