Description
Samsara is looking for a Senior Billing/AR Consultant to own complex customer finance requests and drive rapid resolution for high-severity customer issues.
The role involves managing complex customer finance requests (approximately 70% of the time) and focusing on programs to eliminate root causes, streamline workflows, and proactively resolve potential customer billing issues (approximately 30% of the time).
Responsibilities:
- Own priority customer escalations end-to-end
- Serve as single-threaded owner for complex escalations
- Deliver clear post-mortems and executive summaries
- Analyze escalation themes and quantify business impact
- Lead cross-functional programs to improve customer experience
- Coach frontline teams on escalation prevention and de-escalation
Success in this role will be measured by:
- Reduced mean time to resolution (MTTR) for high-severity escalations
- Improved post-escalation CSAT and NPS
- Increased percentage of systemic issues permanently fixed within 90 days
Requirements:
- 4+ years of experience in Customer Success, Support Operations, or a related function
- Demonstrated success leading cross-functional process-improvement programs
- Structured problem-solving skills and ability to use data to make decisions
- Strong program and project management skills
- Excellent written and verbal communication skills
Nice to have:
- PMP, ITIL, Six Sigma, or comparable certification
- Experience working in a SaaS or technology environment
- Experience building or improving escalation playbooks and workflows