Support Account Manager - BOGOTA 10657

Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins.

Why join Coupa?

• 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.

Learn more on Life at Coupa blog and hear from our employees about their experiences working at Coupa.

The Impact of the Support Account Manager to Coupa:

As a Support Account Manager at Coupa, you will develop 1:1 relationships with Coupa’s top-tier enterprise accounts. You will become a trusted Support advisor by gaining a deep understanding of the customer’s usage of the system and critical end-to-end workflows, while working cross-functionally with other account team members to understand the customers evolving use of the platform.

You will assist in issue resolution through direct interaction with customer tickets when possible, and through coordination with Support and other departments within Coupa. You will maintain close alignment with the customer and have a thorough understanding of their open issues as well as historical challenges.

What You'll Do:

• Establish strong, personalized relationships as the primary point of contact and advocate for customer support needs.
• Act on the customers behalf to speed resolution through direct action and coordination with Support and other teams within Coupa, escalating where appropriate to maintain appropriate focus on issues.
• Develop a complete understanding of the customers use of the platform and their end to end processes in order to proactively recognize potential major issues.
• Work with the customer and other members of the account team across Coupa Value Services to stay aligned on top customer issues as well as upcoming changes that could affect their support experience.
• Report metrics and case updates, monitor SLAs, identify trends, and create go-to-green plans for strategic accounts.
• Develop and optimize internal reporting processes, hosted operational reviews, and managed project customer upgrades for Coupa's major releases.

What You'll Bring To Coupa:

• Experience providing technical support for enterprise software
• Hands on experience with Business Spend Management or related software (preferred)
• Experience serving as a named account contact in a consulting or account management capacity (preferred)
• Familiarity with Coupa platform or other SaaS platforms.