Senior Customer Value Director

Summary

Join Coupa as a Customer Value Director and maximize customer value by ensuring customers achieve desired outcomes using Coupa's products and services. 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 focus on customer success, value identification, measurement, referenceability, renewal, contract value growth, and solution expansion. Key activities include participating in value framework workshops, developing value plans, conducting customer check-ins, driving business reviews, managing renewals, monitoring customer performance, managing relationships, acting as a trusted advisor, coordinating internal resources, sharing best practices, supporting customer campaigns, and more. Coupa offers a pioneering technology environment, a collaborative culture, and the opportunity to make a global impact. The estimated pay range is $136,000-$184,000 plus commission.

Requirements

• Strong P2P or S2C domain expertise
• Strong background in customer / client management
• Entrepreneurial Attitude
• Negotiation Skills
• Managing client expectations
• Developing and maintaining executive relationships and associated influencing strategies
• Project management including managing disparate, cross-functional, cross-enterprise project teams
• Ability to have value-based conversation with business executives
• Strong organizational and data analytic skills
• Strong communication skills including professional writing skills, verbal skills and experience presenting to executive teams
• Minimum bachelor’s degree required

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
• Customer success, value identification and measurement
• Customer referenceability
• Customer renewal and growth of annual contract value
• Customer solution expansion
• Participate in customer value framework workshops
• Develop and drive value plan
• Conduct scheduled customer check-ins
• Drive periodic business/value reviews
• Manage renewals
• Monitor customer performance
• Manage customer relationships
• Establish role as trusted advisor
• Coordinate Coupa internal resources as needed
• Share best practices ideas, product information, and relevant Coupa news
• Support/drive customer campaigns

Preferred Qualifications

• Background in software and SaaS solutions
• Master’s degree