Senior Manager, Salesforce Operations

About the role:

Samsara Technologies India Private Limited’s Business Systems team is growing and we are seeking a Bengaluru-based Senior Manager, GTMS Operations to drive our expansion into India and supervise and govern our current GTMS ecosystem. Reporting to the Sr. Director of Sales Systems, this is a 0 to 100 build and will require strong execution skills, advanced influencing and communication skills, and deep business acumen.

The successful candidate will work closely with the Sales Operations, Sales, Finance, Product and Business Technology teams to enable our revenue streams and support the entire customer journey.

This is a hybrid position requiring 2 days per week in office and 3 days of working remotely. Open to candidates based in India, based in our Bengaluru office. Relocation assistance will not be provided for this role.

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, reduce emissions, and most importantly, ensure workers return home safely.
• You are the architect of your own career: If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, countless opportunities to experiment and master your craft in a hyper growth environment.
• You’re energized by our opportunity: The vision we have to digitize large sectors of the global economy requires your full focus and best efforts to bring forth creative, ambitious ideas for our customers.
• You want to be with the best: At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-calibre team that will encourage you to do your best. 

In this role, you will: 

• Operational Excellence
  • Incident Management: Ensure timely and effective resolution of incidents to minimize downtime and impact on sellers.
  • Problem Management: Identify and resolve recurring issues through thorough root cause analysis and long-term solutions.
  • Process Improvement: Continuously evaluate and enhance operational processes to improve efficiency and effectiveness.
• Collaboration and Communication
  • Cross-functional Collaboration: Work closely with development, quality engineering, and other relevant teams to ensure seamless operations and issue resolution.
  • Stakeholder Communication: Maintain clear and open communication with key stakeholders, providing regular updates on operational performance and ongoing initiatives.
  • Cross-Functional Collaboration: Partner closely with the Sales, Finance, Business Technology and Product teams to ensure systems integration, seamless information flow, and alignment with the overall business strategy.
• Strategic Planning and Execution
  • Operational Strategy: Develop and implement strategies to enhance the performance and reliability of the GTMS ecosystem.
  • Resource Allocation: Efficiently allocate resources to ensure optimal team performance and support for critical projects.
  • Cost Management: Monitor and manage operational costs, ensuring budget adherence and cost-effective solutions.
• Quality Assurance and Release Management
  • Quality Standards: Ensure that all releases and updates meet the highest standards of quality and reliability.
  • Release Coordination: Oversee the release management process, ensuring smooth and efficient deployments with minimal disruption.
• Team Leadership and Development
  • Lead and Manage Teams: Oversee the L2 and L3 support teams, ensuring they are effectively addressing and resolving issues.
  • Mentorship and Training: Provide guidance, mentorship, and professional development opportunities to team members.
  • Performance Management: Set performance goals, conduct regular reviews, and implement improvement plans as needed.
• 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.
• 3+ years of experience in leadership roles focusing on Sales systems (ex. Salesforce Sales Cloud, CPQ).
• Experience in managing Operations team driving system stability and Operational excellence.
• 3+ years of Salesforce experience.
• Deep business acumen, with a strong understanding of CRM 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 Sales and Channel teams.
• A customer-centric mindset, with a focus on delivering value and a great customer experience.

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