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Samsara · Remote - US · Remoto
Who we are Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale. 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, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term. About the role: Samsara's Customer Success team is on the front lines of business value delivery by helping customers adopt our platform, realize measurable business value, and renew and expand with confidence. Billing errors, concession requests, and cancellation or return exceptions currently land with CSMs, CS managers, and several partner teams, each holding part of the picture. As our customer base and billing complexity have grown, these cases take too long, repeat for the same reasons, and pull CSMs away from adoption and renewal work. As the Contract and Billing Resolution Specialist, you will be the single owner of complex billing and contract cases for Mid-Market and Commercial accounts. You will take a customer's report that something is wrong with their bill, work out what happened across systems and teams, choose the right path to fix it, and see it through, keeping the customer informed. It is part detective, part project manager, part customer advocate. You will also tell the teams who own the underlying systems and processes what keeps breaking. Your role will be cross-functional, working alongside and connecting Customer Success Managers, Sales, Billing Support, Order-to-Cash, Sales Ops, Deal Desk, Finance, and Legal. This is a new role, and you will help shape the case record, the root-cause tags, and the monthly read-out that define how Customer Success resolves billing and contract cases at Samsara. This is a remote&n