Description
We are seeking a Digital Transformation Consultant (ISM/ESM) to join our Engagement Services team in Customer Success. As a consultant-level role, you will partner directly with our largest Enterprise customers in a focused, roughly three-month engagement to understand their operational processes, map how those processes connect to the Samsara platform, and translate that understanding into a well-defined, build-ready request for our Solutions Integration Services (SIS) team.
Responsibilities:
- Discover and define processes (weeks 1–6)
- Run structured discovery with customer stakeholders to document current-state processes and systems.
- Facilitate workshops to map future-state process flows and identify where data must be sent, received, or transformed.
- Build a systems and API inventory covering data volumes, authentication constraints, and regulatory or data-residency considerations.
- Engage SIS early for lightweight feasibility checks so blockers surface before build.
- Package requirements (weeks 6–10)
- Turn findings into a prioritized requirements package: use cases, field-level data mappings, success criteria, and open risks.
- Validate the package with customer stakeholders and the internal account team (CSM, ESM, Sales Engineer).
- Complete and submit the SIS Request Log so scoping starts from a validated baseline.
- Hand off and transition (weeks 10–12)
- Join the initial SIS/ESM scoping meeting to preserve context and answer requirements questions directly.
- Support the ESM during SOW drafting where scope or customer intent needs clarification.
- Formally close the discovery engagement once SIS and the ESM confirm the request is ready for build, with documentation handed off in full.
- Ongoing
- Track engagement status, milestones, and timelines in Salesforce and Compass.
- Maintain a library of discovery templates and playbooks by integration type, and share lessons learned with the teams that originate requests.
- Champion Samsara's cultural principles: Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team.
Requirements:
- 7+ years in a customer-facing consulting, business/systems analysis, solutions consulting, or implementation role, ideally in enterprise SaaS or IoT software.
- Experience running structured discovery with enterprise customers: stakeholder interviews, current- vs. future-state process mapping, and requirements gathering.
- Working understanding of APIs and system-integration concepts; comfortable in technical conversations without needing to write integration code.
- Strong facilitation, synthesis, and documentation skills, with the ability to turn cross-functional conversations into an actionable requirements document.
- Track record managing multi-month, multi-stakeholder engagements independently, with ownership of timeline and quality.
Nice to Have:
- Experience with integrations involving fleet/telematics, ERP, WMS, TMS/dispatch, HRIS, or fuel-card systems.
- Familiarity with Salesforce and services/project-tracking tools.
- Background as a Solutions Consultant, Sales/Solutions Engineer, Professional Services consultant, or Business/Systems Analyst.
- Experience supporting Mexico and broader LatAm Enterprise accounts.
What Success Looks Like:
- Speed: Short time from kickoff to a request SIS accepts without further scoping clarification.
- Quality: Requests that need no rework during SIS and ESM scoping.
- Cycle time: Faster path from Request Log to signed SOW compared with baseline.
- Customer experience: Strong discovery-phase CSAT and feedback from Enterprise stakeholders.
- Portfolio impact: More Enterprise accounts moving from an unscoped integration need to a signed, in-build SIS project each quarter.