Technical Support Escalation Account Manager, Coupa
Business spending management platform
Job no longer available
Business spending management platform
1001+ employees
Job no longer available
1001+ employees
Company mission
To provide a clear idea of business value for clients.
Role
Who you are
- Demonstrated experience in technical support or consulting roles
- Project management certification (Prince2 or PMP) is a plus
- Familiarity with Coupa platform or other SaaS platforms
- Strong communication, empathetic presentation skills, passion for service excellence, creative problem-solving, and adaptability to diverse client environments
What the job involves
- In this pivotal role, you'll significantly impact Coupa by supporting and managing top-tier enterprise customers, enhancing their overall experience
- As a key member of the global Support Account Management team, you'll proactively address technical challenges, serve as a trusted partner for Enterprise-level customer accounts, and collaborate with cross-functional teams on our SaaS-based products
- Your role includes Duty Manager responsibilities, overseeing high-priority ticket escalations and contributing to overall triage and management
- Within the Support Account Management Team (SAM Team), you'll champion customer success while also seizing opportunities to develop a successful career through collaboration and skill development in a rapidly growing technology landscape
- Establish strong, personalized relationships as the primary point of contact and advocate for customer support needs
- Coordinate cross-functional resources to resolve priority issues, providing product management and development teams feedback
- Report metrics and case updates, monitor SLAs, identify trends, and create go-to-green plans for strategic accounts
- Develop and optimize internal reporting processes, hosted operational reviews, and managed project customer upgrades for Coupa's major releases
Our take
In 2006, Noah Eisner co-founded Coupa with Ravi Thakur, two fintech start-up specialists, as a provider of business spending management (BSM) services. Coupa has grown into its niche with a comprehensive platform that enables companies to gain greater control over their spending, supply networks, chain optimisation, liquidity management and payment solutions.
Coupa has been recognised as a leading brand in third-party risk management (TPRM). Using artificial intelligence software, its TPRM software takes data from hundreds of sources and generates risk flags across the entire platform, informing the user’s processing decisions.
TPRM integrates into Coupa’s business spending management systems to provide one comprehensive platform, a feat that gives it a definitive edge when it comes to secure management of company funds. Acquired in early 2023 by Thoma Bravo, Coupa is a company to watch, as progress in AI software could open opportunities for greater software automation on its platform.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jun 2015
$80m
SERIES G
Mar 2014
$40m
SERIES F
Total funding: $169m
Company benefits
- Employee stock purchase program
- Health benefits for employees and their families
- Retirement and savings plans
- Flexible work environment
Company HQ
Town Center, Foster City, CA
Leadership
Leagh Turner
(CEO & Board Of Directors)Previously on the Board of Directors at Plan International Canada, was the Co-CEO of Ceridian and was COO at SAP.
Salary benchmarks
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