Senior Customer Value Director

Summary

Join Coupa as a Sr. Customer Value Director and maximize customer value, ensuring customers achieve desired outcomes. This senior-level role involves strategic planning, cross-functional collaboration, data analysis, and communication to drive customer satisfaction, loyalty, and revenue growth. You will work with customer teams to drive success strategies and achieve goals, communicate about Coupa and new product capabilities, and serve as a consistent point of contact. Specific goals include customer success, referenceability, renewal and growth of annual contract value, and solution expansion. Key activities include participating in metrics workshops, developing roadmaps, conducting check-ins, and driving business reviews. Coupa offers a pioneering technology environment, collaborative culture, and the opportunity to make a global impact.

Requirements

• Strong P2P or S2C domain expertise
• Strong background in customer / client management
• Experience with demonstrated success in the following: Managing client expectations
• Developing and maintaining executive relationships and associated influencing strategies
• Project management including managing disparate, cross-functional, cross-enterprise project teams
• Strong organizational and data analytic skills
• Strong communication skills including professional writing skills, verbal skills and experience presenting to executive teams

Responsibilities

• Work with / coach customer teams to drive customer success strategies and to achieve customer success goals
• Provide communication to customers regarding Coupa, new product capabilities and other critical information
• Provide a consistent point of contact for customers and a “concierge” into other needed Coupa functions and resources
• Participate in customer success metrics workshops
• Develop customer success roadmap
• Conduct scheduled customer check-ins
• Drive periodic business reviews; Manage renewals; Monitor customer performance; Manage customer relationships

Preferred Qualifications

Background in software and SaaS solutions