RVP, Premium + Support - 10966 chez Coupa Software, Incdot
Coupa Software, Incdot · Philadelphia, États-Unis d'Amérique · Remote
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 an RVP, Premium Support at Coupa:
The RVP, Technical Account Management is a leader responsible for building and scaling a team of high-impact Technical Account Managers (TAMs) dedicated to our Premium Plus customers. This role is central to Coupa's Customer Success Partnership strategy. This role owns the operational success, strategy, and continuous improvement of the Premium Plus offering, ensuring the team consistently delivers enhanced service level targets (SLTs), in-depth release guidance, and strategic engagements like Success Checks and Prescriptive Solution Reviews. You will be the internal champion for the Premium customer experience, working across Support, Engineering, Product, and Professional Services to ensure seamless, high-touch technical advocacy and maximum customer ROI.
What You'll Do:
- Own the strategy and operational readiness for scaling the TAM function as part of the multi-tiered Premium offerings, ensuring consistency and quality across all delivery tiers.
- Formalize the execution and reporting structure for high-value services, ensuring they align with the described outcomes (e.g., generating an Actionable Report and Prioritized Roadmap from a Success Check).
- Define and monitor key performance indicators (KPIs) and objectives (e.g., customer retention/GRR, adoption rates, successful release adoption, response/resolution times for premium escalations).
- Establish and standardize workflows, best practices, and playbooks for key deliverables, including Success Checks, Release Guidance, and Prescriptive Solution Reviews.
- Ensure the Premium Plus team successfully drives adoption of new features, provides expert optimization advice, and ultimately helps customers maximize their ROI on the Coupa solution.
- Work closely with Sales and Customer Success teams to articulate the value of Premium offerings and identify opportunities for additional Professional Services engagements (including Prescriptive Solution Reviews).
- Systematically gather and communicate technical feedback, product gaps, and performance issues from Premium customers back to Product and Engineering to influence the Coupa roadmap.
- Recruit, train, coach, and manage a high-performing team of Technical Account Managers, fostering a culture of technical expertise, customer advocacy, and proactive service delivery.
What You Will Bring to Coupa:
- Bachelor's degree in a technical field (e.g., Computer Science, Engineering, Information Technology) or equivalent experience.
- 5+ years of experience in Technical Account Management (TAM), Solutions Engineering, or a high-touch technical consulting role within a SaaS environment.
- 2+ years of direct people management experience, leading a technical or customer-facing team.
- Deep understanding of enterprise-level Cloud/SaaS architecture, system integration patterns (APIs, web services), and technical troubleshooting methodologies.
- Exceptional executive presence and communication skills, with the ability to translate complex technical issues into clear business impact for both internal and external senior stakeholders.
- Demonstrated ability to navigate complex organizational structures and drive outcomes across multiple internal teams (e.g., Engineering, Support, Product, Sales).
- A proactive, strategic mindset focused on preventing issues and creating long-term customer value, rather than simply resolving tickets.
- Strong functional knowledge of Procurement, Finance, and/or Supply Chain processes is preferred.
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.
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