Job Description
As a Senior Value Assurance Director you will drive resolution of complex customer escalations, impacting contract retention. Deeply assess technical and financial aspects to find root causes of value gaps. You will design and execute board-ready plans to stabilize accounts, defining paths to realize committed value. You will engage with customer executives (CFOs, CIOs, CPOs) to deliver action plans, negotiate expectations, and secure commitment to resolution. You will mobilize senior teams across Product, Engineering, Sales, and Professional Services, ensuring effective response.You will translate customer missteps into actionable requirements, partnering with Customer Success leaders to develop predictive value models and early warnings. You will act as a peer coach for Customer Value Managers, with communication on value realization scenarios, and operate without direct authority to drive complex change.
About Coupa
Coupa's AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers of businesses large and small.