RVP, Premium + Support

Job not on LinkedIn

November 25

🔔 Pennsylvania – Remote

Although this job is listed in Pennsylvania, this company may be open to hiring remote in other states.

⏰ Full Time

🔴 Lead

👔 Vice President

🦅 H1B Visa Sponsor

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Coupa Software

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SaaS • Finance • eCommerce

Coupa Software is a leading provider of business spend management solutions. Their platform focuses on optimizing and transforming direct and indirect spend across procurement, finance, supply chain, and IT. Coupa leverages AI and extensive data insights to drive cost efficiencies, manage supplier relationships, and mitigate risks. With products covering areas such as invoicing, payments, expense management, and supply chain collaboration, Coupa serves a wide range of industries including automotive, healthcare, retail, and more. Their comprehensive community and partner ecosystem enable organizations to unlock hidden savings and improve compliance, promoting growth and resilience in a changing economic climate.

1001 - 5000 employees

Founded 2006

☁️ SaaS

💸 Finance

🛍️ eCommerce

📋 Description

• Own the strategy and operational readiness for scaling the TAM function as part of the multi-tiered Premium offerings, ensuring consistency and quality across all delivery tiers. • Formalize the execution and reporting structure for high-value services, ensuring they align with the described outcomes (e.g., generating an Actionable Report and Prioritized Roadmap from a Success Check). • Define and monitor key performance indicators (KPIs) and objectives (e.g., customer retention/GRR, adoption rates, successful release adoption, response/resolution times for premium escalations). • Establish and standardize workflows, best practices, and playbooks for key deliverables, including Success Checks, Release Guidance, and Prescriptive Solution Reviews. • Ensure the Premium Plus team successfully drives adoption of new features, provides expert optimization advice, and ultimately helps customers maximize their ROI on the Coupa solution. • Work closely with Sales and Customer Success teams to articulate the value of Premium offerings and identify opportunities for additional Professional Services engagements (including Prescriptive Solution Reviews). • Systematically gather and communicate technical feedback, product gaps, and performance issues from Premium customers back to Product and Engineering to influence the Coupa roadmap. • Recruit, train, coach, and manage a high-performing team of Technical Account Managers, fostering a culture of technical expertise, customer advocacy, and proactive service delivery.

🎯 Requirements

• Bachelor's degree in a technical field (e.g., Computer Science, Engineering, Information Technology) or equivalent experience. • 5+ years of experience in Technical Account Management (TAM), Solutions Engineering, or a high-touch technical consulting role within a SaaS environment. • 2+ years of direct people management experience, leading a technical or customer-facing team. • Deep understanding of enterprise-level Cloud/SaaS architecture, system integration patterns (APIs, web services), and technical troubleshooting methodologies. • Exceptional executive presence and communication skills, with the ability to translate complex technical issues into clear business impact for both internal and external senior stakeholders. • Demonstrated ability to navigate complex organizational structures and drive outcomes across multiple internal teams (e.g., Engineering, Support, Product, Sales). • A proactive, strategic mindset focused on preventing issues and creating long-term customer value, rather than simply resolving tickets. • Strong functional knowledge of Procurement, Finance, and/or Supply Chain processes is preferred.

🏖️ Benefits

• Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend. • Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence. • Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other.