Sr. Value Assurance Director - 11480

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. Value Assurance Director at Coupa: The Sr. 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. 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. At Coupa, we are 100% committed to creating and nurturing an environment that supports your physical, mental, and community well-being. We offer a comprehensive suite of benefits designed to help you and your family thrive:   Global Well-Being Perks (For All Employees Globally) Global Wellness Days: Enjoy two designated, company-wide paid wellness days off each year (typically the first Friday in March and the last Friday in September) so the entire global team can unplug, step away, and recharge together . Birthday Time-Off: Celebrate your day! Coupa provides a paid day off on your birthday or another day of your choice within your birthday month . Volunteer Time Off (VTO): Giving back is in our DNA. We offer 40 hours of paid VTO annually to support the community initiatives and volunteer programs you are passionate about . Employee Assistance Program (EAP): Access free, confidential, 24/7/365 counseling and resources for emotional support, work-life solutions, financial advice, legal guidance, and support for new parents . Business Travel Protection: Travel with peace of mind. Zurich Travel Assist provides medical, safety, pre-trip planning, and emergency support during any business travel . Referral Bonus Program: Share the Coupa experience! Receive generous monetary referral bonuses when you successfully refer talented friends or acquaintances who are hired into open roles . Please note: In addition to these global well-being perks, Coupa offers highly competitive, location-specific benefits packages (which include comprehensive medical/dental insurance, retirement/pension plans, and life or accident protection) tailored to your primary work location. Your recruiter will walk you through the specific regional benefits package for this role during the interview process.   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.