Support Account Manager

Coupa

Coupa Software (NASDAQ: COUP), a leader in business spend management (BSM), has been certified as a “Great Place to Work” by the Great Place to Work organization. We deliver “Value as a Service” by helping our customers maximize their spend under management, achieve significant cost savings and drive profitability. Coupa provides a unified, cloud-based spend management platform that connects hundreds of organizations representing the Americas, EMEA, and APAC with millions of suppliers globally. The Coupa platform provides greater visibility into and control over how companies spend money. Customers – small, medium and large – have used the Coupa platform to bring billions of dollars in cumulative spend under management. Learn more at www.coupa.com. Read more on the Coupa Blog or follow @Coupa on Twitter.

Do you want to work for Coupa Software, the world’s leading provider of cloud-based spend management solutions? We’re a company that had a successful IPO in October 2016 (NASDAQ: COUP) to fuel our innovation and growth. At Coupa, we’re building a great company that is laser focused on three core values:

1. Ensure Customer Success – Obsessive and unwavering commitment to making customers successful.
2. Focus On Results – Relentless focus on delivering results through innovation and a bias for action.
3. Strive For Excellence – Commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.

 

Responsibilities:

 

  • Coordinating appropriate resources (cross functionally) to achieve resolution or escalated issues
  • Prioritize issues based on business needs and release strategy
  • Manage Tier 1 customers, monitor and report on SLAs for strategic accounts
  • Host regular Support case review calls with your customer contacts.
  • Reporting metrics and case management updates to team and management
  • Work with the team to identify, monitor and report trends
  • Create, implement and enhance internal reporting, and other processes to optimize the customer experience
  • Coordinate feedback to product management and development teams
  • Work directly with Engineering in the resolution of core product issues
  • Maintain your knowledge of Coupa Product and Services through continuous learning and periodic mandatory trainings.
  •  

    Requirements:

     

  • Degree in Computer Science, Information Systems, Engineering, Mathematics, Statistics or related technical discipline experience preferred.
  • Knowledge of Coupa platform or similar SaaS platform
  • Excellent written and oral communication, presentation skills – specifically the ability to explain technical concepts in plain English.
  • Experience in working and building relationships with enterprise customers and their representatives at an executive level.
  • Looking for a proactive team player who is solution oriented with a common-sense approach.
  • Passion for the highest quality of customer service, creative problem-solving skills and a strong desire to learn.
  • Adaptable to work with a varied client base in varied environments
  • Understanding and hands-on experience in project management.
  • Fluency in other languages and advantage.
  •  

     

     

     

     

    #LI-Hybrid
    At Coupa, we have a strong and innovative team dedicated to improving the spend management processes of today’s dynamic businesses. It’s our people who make it happen, and we strive to attract and retain the best in every discipline.
    We take care of our employees every way we can, with competitive compensation packages, as well as restricted stock units, an Employee Stock Purchase Program (ESPP), comprehensive health benefits for employees and their families, retirement and savings plans with employer match, a flexible work environment, no limit vacations for exempt employees, accrued vacation days for non-exempt employees, catered in-office lunches… And much more! 
    As part of our dedication to the diversity of our workforce, Coupa is committed to Equal Employment Opportunity without regard for race, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity or religion.
    Please be advised, inquiries or resumes from recruiters will not be accepted.