Customer Value Client Partner - Escalations

Why join Coupa? 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.

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.

The Impact of a Senior Value Assurance Director at Coupa: The Senior Value Assurance Director is the preeminent expert at Coupa dedicated to safeguarding and maximizing the realized financial and operational value for our most strategic, high-stakes customers. This is a strategic Individual Contributor role that acts as the ultimate point of executive-level expertise and action for the company’s most critical value-at-risk scenarios. This architect operates as a general manager over cross-functional resources, personally owning the most complex and ambiguous customer escalations where the perception of value and return on investment has been compromised. Reporting to the VP, Value Assurance, this role directly protects hundreds of millions in revenue, solidifies customer loyalty, and acts as a central nervous system for translating systemic issues into executive-level product and process improvements.

What You’ll Do:

• 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.
• 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.

What You Will Bring to Coupa:

• 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.

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.