Sr. Customer Value Manager

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 Manager at Coupa:

We are seeking a Senior Customer Value Manager to lead a portfolio of customers across different industries and customer segments. In this role, you will be the primary customer-facing advocate, responsible for developing and driving mutual success plans, engagement strategies, and frameworks for measurable impact. You will use a strong executive presence and a deep understanding of Source-to-Pay (or what we call, Business Spend Management) to advise customers on how to transform the way they manage BSM, creating immediate value and efficiency.

Senior Customer Value Managers represent the primary point of contact between Coupa and our customers.  As a trusted partner, you will drive customer value by building strong relationships with a variety of stakeholders and customer leaders. You will also work with, coach, and advise customer teams to drive success strategies and mutual goals.  In addition, you will collaborate directly with pre-sales, post-sales, product, and other internal teams, while also gaining exposure to different customer industries.

What You'll Do:

• Establish your role as trusted advisor to the customer by bringing strategic direction and providing strong internal advocacy on behalf of your customers
• Deliver an exceptional customer experience with proactive communication, orchestrating the right internal resources, and using the customer engagement model to align, track and evolve customer business objectives
• Collaborate across the Coupa ecosystem to drive GRR and NRR, ensuring customers are achieving the defined business outcomes, realizing value and expanding their Coupa partnership
• Develop customers into advocates by creating opportunities to showcase success via events, webinars, case studies, and analyst references.
• Strengthen Coupa’s market presence by fostering relationships that generate references, peer-to-peer influence, and NPS growth.
• Build Tomorrow Together by developing and sharing best practices, challenging the “status quo” and providing feedback to ensure Customer Value Management is continuously improving

What You Will Bring to Coupa:

• Preferred candidates will have 4-6 years of customer / client management experience, either via SaaS software/solutions or consulting roles
• 3-5 Years P2P and/or S2C domain expertise, or equivalent experience in delivering technology-based solutions
• Ability to collaborate naturally and incorporate big-picture, negotiation skills to drive mutual success
• Perseverance in both challenging and recurring situationsAn entrepreneurial mindset, focusing on outcome-based problem solving
• Solid organizational, interpersonal and data analytics skills
• Ability to develop and maintain customer and internal relationships and incorporate associated influencing strategies
• Project management skills, including managing disparate, cross-functional teams across internal, customer and 3rd party teams.
• Minimum Bachelor’s degree required – Master’s degree is preferredFlexibility to travel up to 20%

 

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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. 

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