Partner Services Manager

Who we are

Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, which helps to digitize the world of physical operations, providing visibility and empowering entire sectors of our economy to become more safe, efficient, and sustainable. Founded in San Francisco in 2015, we now employ more than 2,000 people globally, have 2.3 million IoT devices deployed globally, and collect more than 85 billion minutes of video footage and 4.6 trillion data points annually.

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 newly public company, you’ll have the autonomy and support to make an impact as we build for the long term.

Recent awards we’ve won include:

Best Place to Work by Built In 2022

Deloitte Fast 500 Companies

IoT Analytics Company of the Year in 2022’s IoT Breakthrough Winners

Every year, we partner with our customers to deliver outcomes like conserving millions of gallons of fuel, saving millions of dollars, and creating positive environmental change. As more customers connect to our platform, our data grows, our AI models get smarter, and our opportunities expand.

About the role:

Samsara’s rapid growth and success has created a need for more installation and support services to assist customers with complex deployment projects. As Partner Services Manager, you will be responsible for building a services channel network which includes recruiting, enabling, and managing the business relationship with installation and support partners. You will ensure highly qualified, customer-oriented partners are available to work with our customers.

You will work with our Partner Enablement team to develop a training and certification program for our services partners. You will develop and maintain metrics to monitor the performance and customer service of these partners, so as to better guide sales, customer success, and customers about which partners to work with based on their needs.

This position is based in the UK, France, Germany or the Netherlands; 30% to 40% travel is likely.

In this role, you will:

Build a services channel network

• Assess the capacity and coverage needed from services partners to support Samsara’s business in defined geography.
• Define target profiles for services partners in areas of hardware installation and maintenance.
• Conduct research to identify partners that fit the defined profile.
• Build out and execute a robust scaling plan to recruit and onboard partners.

Enable services partners

• Collaborate with Sales Engineering and Enablement teams to build out training and enablement paths for services partners. Iterate on content on an as-needed basis to align with Samsara’s and partners’ needs.
• Conduct training presentations for service partners.
• Coordinate with the Sales and Enablement teams to keep partners up to date on new products, features and best practices.

Manage operations with services partners

• Build and maintain relationships with key Samsara’s and partners’ decision makers.
• Plan and manage services partner network capacity to support Samsara’s business on day-to-day operations. Allocate work to the partner ecosystem aiming to minimize customers’ down-time.
• Collaborate with Samsara teams and Services Partners to jointly design and implement processes, workflows and communication channels to deliver to our customers best-in- class experience throughout their journey.
• Act as the primary contact and liaison for customer escalations related to services provided by partners.

Manage services partners performance

• Define short, medium & long-term strategy, goals and success metrics for designated partner base.
• Create and maintain a partner performance feedback loop for continuous partner and program improvement. Conduct quarterly business reviews with top service partners.

Drive incremental business

• Build plans and enable services partners for cross selling opportunities to drive sales of Samsara’s solutions.
• Provide input to Enablement teams to create and update sales playbooks focused on services partners to identify new opportunities.

Embody Samsara’s cultural principles

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 the role:

• 3-6 years of combined program management, enablement, or operations consulting experience.
• 2-3 years of channel sales experience selling technical products and services.
• Excellent analytical, written, and verbal communications skills.
• Experience working cross-functionally with technical teams to design and build or improve business processes.
• Consistent track record of deploying external facing programs and working with sales teams.
• Passion and capability for teaching others.
• Fluency in English.

An ideal candidate also has:

• Fluency in French, German or Dutch.
• Experience within the fleet management space.
• Familiarity with the commercial fleet space.
• Experience within Enterprise SaaS sales.