Senior Value Assurance Director

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November 7

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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

• 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. This is a force multiplier role responsible for ensuring a rapid, unified, and effective corporate response. • Help to Design, champion, and enforce a rigorous, company-wide Root Cause Analysis (RCA) framework for all major escalations. Translate customer missteps into clear, actionable requirements for functional leaders across the organization. • Partner with senior Customer Success leaders to develop and deploy predictive value models and early-warning signals. Intervene proactively in high-potential, high-value accounts before an issue becomes an executive escalation, often by presenting alternative solution architectures. • 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 the next generation of 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.

🎯 Requirements

• 15+ years of deep, progressive expertise in a relevant field such as Technical Account Management, Customer Success Strategy, or Management Consulting within an enterprise B2B SaaS environment. • Demonstrated track record as the single point of accountability for resolving multiple multi-million-dollar, C-suite-level escalations in a hands-on capacity, resulting in successful contract renewal or expansion. • Expert-level understanding and ability to articulate the financial and operational impact of enterprise software, particularly in areas like Spend Management, Supply Chain, Procurement, and Working Capital. • Peer-level executive communication, negotiation, and conflict resolution skills. The ability to command a room of C-level executives and maintain credibility with highly technical product and engineering teams simultaneously. • Proven ability to operate without direct authority and yet drive complex, cross-functional organizational change.

🏖️ 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.