VP, Value Assurance at Coupa Software

Atlanta, Georgia, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Software, SaaS, Spend ManagementIndustries

Requirements

Executive leadership experience in customer success, value assurance, or related fields
Proven track record in managing high-stakes customer escalations and at-risk relationships
Ability to engage with executive stakeholders (e.g., CFOs, CIOs, Chief Procurement Officers)
Strong skills in cross-functional resource mobilization across Product, Engineering, Sales, Professional Services, and Customer Success
Expertise in root cause analysis, post-mortem processes, and strategic governance

Responsibilities

Define engagement framework for escalation management, including intake, execution, and closure processes
Personally own, manage, and drive resolution of complex, high-risk customer escalations threatening retention
Oversee customer value re-establishment through rapid forensic value assessments and executive-level recovery plans
Serve as senior point of contact for internal and external executive stakeholders to communicate action plans and confirm resolutions
Act as general manager of cross-functional resolution teams to deliver rapid solutions
Design, formalize, and enforce company-wide escalation policy with severity definitions, response mechanisms, roles, and protocols
Implement closed-loop feedback process with Root Cause Analysis (RCA) for every engagement, translating findings into improvements
Partner with Customer Success leadership to maintain dynamic customer risk portfolio based on data-driven signals and adoption metrics
Champion the "Voice of the Customer" internally as an evangelist

Skills

Executive Leadership

Escalation Management

Customer Success

Revenue Retention

Stakeholder Management

Cross-Functional Leadership

Value Realization

Process Framework

Customer Relationship Management

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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