Original listing text, shown exactly as published by the company.
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. 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.
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.
- Japanese language proficiency is strongly preferred, given the role’s responsibility to support strategic Japanese customers and APJ-wide executive stakeholder engagement.
- 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.
