Job Description

The Sr. Value Assurance Director is responsible for safeguarding and maximizing the realized financial and operational value for Coupa's most strategic customers. This role involves resolving complex customer escalations, conducting deep assessments to identify root causes of value gaps, and driving cross-functional teams to ensure successful resolution and customer loyalty.

Responsibilities

• Resolve complex, high-dollar-value customer escalations
• Conduct technical and financial assessments to identify root causes of value gaps
• Engage with customer executives to deliver action plans and secure commitment
• Mobilize and direct cross-functional teams
• Design and enforce a Root Cause Analysis framework
• Develop predictive value models and intervene proactively
• Architect best practices for product deployment and customer adoption
• Coach regional Customer Value Managers

Requirements

• 15+ years of experience in Technical Account Management, Customer Success Strategy, or Management Consulting within a B2B SaaS environment
• Track record of resolving multi-million-dollar, C-suite-level escalations
• Expert understanding of the financial impact of enterprise software
• Executive communication, negotiation, and conflict resolution skills
• Ability to drive organizational change without direct authority

Benefits

• No benefits