Customer Success Systems Administrator

About the role:

The CS Systems Administrator - Customer Success will be responsible for the design and development of flexible and scalable solutions across the Customer Success tech stack with a focus on the CRM platform. This role requires that you understand the broader Customer Success business model and processes as well as have technical comfort around CRM design and development best practices. A successful Administrator will be able to gather requirements within the broader business framework and apply them to the delivery of business solutions. The Administrator will work with technical and cross-functional business teams to implement enhancements, and projects, and resolve incidents. It requires a combination of analytical, technical, business acumen, and communication skills. 

This is a multi-faceted role where you will work cross-functionality with our Customer Success, Go-to-Market Systems (Salesforce), Integrations (Finance technical team), Sales Operations, Product, Growth, Marketing, and Finance teams. The Customer Success team is responsible for onboarding, training, and ensuring that our customers see the value of the Samsara platform from first purchase through to renewal and beyond. The System Administrator’s mission is to improve the efficiency, reliability, and scalability of our internal systems to enable our customer success team to delight, retain, and expand our customer base.

This role is open to candidates residing in Canada.

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: 

• Work on Samara Customer Success’s CRM and integrations with other point solutions and key business systems
• Partner with Customer Success and other cross-functional business stakeholders to understand requirements, develop strategies to meet architecture/technology needs, and provide/execute technical designs
• Work closely with our Customer Success Operations team to identify, troubleshoot, and correct any issues
• Be hands-on with all aspects of our CS CRM operations, including: 
• Designing business rules that analyze customer data, and trigger actions for the customer success team to proactively engage with customers
• Maintaining responsibility for integration builds/maintenance
• Managing deployments of new data fields or processes to production
• Setting and upholding standards for the performance of automation and campaigns
• Launching system updates
• Deploying releases and security requirements
• Communicate regularly on program/project plans, progress, blockers, and risks to cross-functional stakeholders, sponsors, and vendors
• 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  

Minimum requirements for this role:

• 2+ years experience in CRM Administrator and development, previous Gainsight experience preferred
• Experience with data integrity, data quality, data migration, and data maintenance
• Experience designing test plans, performing unit testing, and launching projects effectively on tight timelines
• Proven ability to work cross-functionally to understand business requirements and translate them to effective use of applications
• Excellent critical thinking skills with the ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
• Effectively communicate vision, strategy, and statuses of projects to leadership and internal stakeholders
• Bachelor’s degree from a 4-year institution