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:
- Bachelors 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.
