Senior Value Assurance Director at Coupa Software

United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Software, SaaS, Spend ManagementIndustries

Requirements

15+ years of deep, progressive expertise in a relevant field such as Tech

Responsibilities

Personally and forensically own and drive the resolution of the most complex and high-dollar-value customer escalations that directly threaten contract retention or demand C-suite intervention
Conduct deep, technical, and financial assessments to pinpoint the precise root cause of the value gap (e.g., product misalignment, implementation flaw, process failure)
Design and execute a board-ready plan to stabilize the account and define a clear, measurable, and auditable path back to realizing the committed value
Serve as the most senior IC point of authority, engaging with customer executives (CFOs, CIOs, CPOs) to deliver uncompromisingly direct action plans, negotiate new expectations, and secure mutual commitment to successful resolution
Mobilize, direct, and hold accountable highly-matrixed, senior teams across Product, Engineering, Sales, and Professional Services, ensuring a rapid, unified, and effective corporate response
Help design, champion, and enforce a rigorous, company-wide Root Cause Analysis (RCA) framework for all major escalations, translating customer missteps into clear, actionable requirements for functional leaders
Partner with senior Customer Success leaders to develop and deploy predictive value models and early-warning signals, intervening proactively in high-potential, high-value accounts before issues escalate
Architect and document new best practices for product deployment, service delivery, and customer adoption based on learnings from critical engagements, effectively "writing the playbook" for value delivery
Act as the peer coach for regional Customer Value Managers and field leadership on highly challenging commercial, communication, and technical value realization scenarios

Skills

Value Assurance

Customer Escalation Management

Strategic Account Management

Cross-Functional Leadership

Revenue Protection

Executive Communication

Product Improvement

Process Optimization

Financial Analysis

Operational Excellence

Coupa Software

Cloud-based spend management and procurement solutions

About Coupa Software

Coupa Software provides a cloud-based platform for spend management and procurement solutions. Its suite of tools helps businesses manage their expenditures by integrating procurement, invoicing, and expense management into one system. This integration reduces inefficiencies that occur when these processes are handled separately. Coupa serves a wide range of clients, from large enterprises to mid-sized companies, across various industries. The company operates on a subscription-based model, allowing clients to pay a recurring fee for access to its tools, which can be scaled as needed. Coupa differentiates itself from competitors by offering a user-friendly interface that resembles online shopping, promoting high user adoption and satisfaction. The goal of Coupa Software is to help businesses control costs and improve financial efficiency through its comprehensive platform.

San Mateo, CaliforniaHeadquarters

2006Year Founded

$164.4MTotal Funding

IPOCompany Stage

Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Insurance Package

Family Support

Legal Assistance

Student Loan Assistance

Employee Assistance

Discounts

Risks

Rising AI model costs could impact Coupa's pricing strategy and competitiveness.

Increased competition from AI-integrated procurement solutions may challenge Coupa's market position.

Security and trust in digital payments require continuous enhancements to avoid reputational damage.

Differentiation

Coupa integrates procurement, invoicing, and expense management into a single cloud-based platform.

The company offers a user-friendly interface that mimics online shopping for high adoption rates.

Coupa's robust data set of over $7 trillion in spend enhances decision-making capabilities.

Upsides

AI-driven procurement solutions are gaining traction, enhancing efficiency and decision-making.

Coupa's focus on supply chain visibility earned it a 2024 Top Software & Tech Award.

The shift in procurement to a strategic growth lever aligns with Coupa's comprehensive solutions.

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