Senior Customer Value Director
Job Summary
Job Description
Coupa is seeking a Sr. Customer Value Director to maximize customer value and ensure customers achieve desired outcomes with their 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. The Customer Success Director will be the primary point of contact after customer go-live, coaching teams, providing critical information, and acting as a concierge to other Coupa functions. Specific goals include customer success, referenceability, renewals, contract value growth, and solution expansion. Key activities involve participating in success metrics workshops, developing roadmaps, conducting check-ins, driving business reviews, managing renewals, monitoring performance, and managing customer relationships. The role requires strong P2P or S2C domain expertise and a background in customer management, including managing expectations, developing executive relationships, project management, organizational and data analytic skills, and excellent communication and presentation abilities. Experience with software and SaaS solutions is a plus.
Must have:
- Strong P2P or S2C domain expertise
- Strong background in customer/client management
- Manage client expectations
- Develop and maintain executive relationships
- Project management
- Strong organizational skills
- Strong data analytic skills
- Strong communication skills
- Experience presenting to executive teams
Good to have:
- Background in software and SaaS solutions
8 skills required
Job Details
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 a Sr. Customer Value Director at Coupa
Sr. Customer Value Director is a senior-level individual focused on maximizing customer value and ensuring that customers achieve their desired outcomes with a company's products or services. This role involves strategic planning, cross-functional collaboration, data analysis, and communication to drive customer satisfaction, loyalty, and revenue growth.
What You Will Do:
- Customer Success Directors represent the primary point of contact from Coupa to customers after customer go-live. As such, they provide three critical functions:
- 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.
- Customer success
- Customer referenceability
- Customer renewal and growth of annual contract value.
- Customer solution expansion
- 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
Specific goals center on the following:
Key activities include:
What You Will Bring To Coupa:
- Strong P2P or S2C domain expertise
- Strong background in customer / client management.
- 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.
- Background in software and SaaS solutions a plus.
Experience with demonstrated success in the following:
#LI-AA2
#LI-Remote
Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees.
Please be advised that inquiries or resumes from recruiters will not be accepted.
By submitting your application, you acknowledge that you have read Coupa’s Privacy Policy and understand that Coupa receives/collects your application, including your personal data, for the purposes of managing Coupa's ongoing recruitment and placement activities, including for employment purposes in the event of a successful application and for notification of future job opportunities if you did not succeed the first time. You will find more details about how your application is processed, the purposes of processing, and how long we retain your application in our Privacy Policy.
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