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Sr. Value Assurance Director - 11480

4 months, 3 weeks ago
Singapore
Full-time
Executive
Customer Success Manager
Project and Program Management
Apply Now
Coupa Software

Coupa Software

Coupa Software is the premier cloud-based finance platform, empowering companies worldwide to optimize spend, boost profits, and reduce costs with a comprehensive suite of modules.

Internet Software & Services
1K-5K
Founded 2006
View All Jobs 13

Description

  • Personally own and resolve the most complex, high-value customer escalations that threaten retention or require C-suite intervention.
  • Conduct deep technical and financial analyses to identify the root cause of value gaps.
  • Design and execute board-ready stabilization plans with measurable paths to value realization.
  • Engage directly with customer executives to present action plans, negotiate expectations, and secure commitment to resolution.
  • Mobilize and hold accountable cross-functional teams across Product, Engineering, Sales, and Professional Services.
  • Design, champion, and enforce a company-wide root cause analysis framework for major escalations.
  • Translate customer issues into actionable requirements for functional leaders across the organization.
  • Partner with senior Customer Success leaders to develop predictive value models and early-warning signals.
  • Proactively intervene in high-value accounts before issues escalate, including proposing alternative solution architectures.
  • Document best practices for product deployment, service delivery, and customer adoption; coach regional Customer Value Managers and field leaders on difficult value-realization scenarios.

Requirements

  • 15+ years of progressive experience in Technical Account Management, Customer Success Strategy, Management Consulting, or a related field within enterprise B2B SaaS.
  • Proven track record of owning and resolving multiple multi-million-dollar, C-suite-level escalations in a hands-on capacity.
  • Demonstrated success resulting in contract renewal or expansion after resolving critical customer issues.
  • Expert-level understanding of the financial and operational impact of enterprise software.
  • Experience with Spend Management, Supply Chain, Procurement, or Working Capital is strongly preferred.
  • Strong executive communication, negotiation, and conflict resolution skills.
  • Ability to command credibility with both C-level executives and highly technical product and engineering teams.
  • Proven ability to drive complex cross-functional change without direct authority.

Benefits

  • Remote work arrangement.
  • Employment with a company that emphasizes a collaborative, transparent, and inclusive culture.
  • Opportunity to work on technology with global impact across a large buyer and supplier network.
  • Equal employment opportunity commitment.
  • AI-supported recruiting process with final human decision-making.

Interested in this position?

Apply directly on the company website

Apply Now

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