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Manager, Support Account Management - Americas

Company: Coupa Software, Inc.
Location: Reno
Posted on: September 14, 2019

Job Description:

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.We are looking for a Manager to support a team of Support Account Managers located in the America's region. In the Support Account Management Team, we believe that "Every Problem comes with an Opportunity and Solution". This position will stretch your strategic analytic skills and you will help guide your team to debug the most complex and cutting-edge issues on Procurement, Invoices and Expenses on Coupa Solution. The Support Account Management team is a global team with focus on supporting our customers with technical and operational issues. You will be the primary management contact, working with our engineering team who sustain our released products. In addition to supporting our customers, you will have the opportunity to develop a very successful career through partnering with other areas of the business and developing new skills in one of the fastest growing areas of technology.Responsibilities:

  • Supporting your team by assisting with 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.
  • Handle a Duty Manager rotation, serve as escalation contact for high-priority tickets including overall triage and management
  • Reporting metrics and case management updates to team and senior 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.
  • Project manage customer upgrades, be the SME on product releases and new feature functionality
  • Work directly with Engineering in the resolution of core product issuesRequirements:
    • Be able to create and implement a vision, facilitate change, mentor employees, gather and evaluate information, communicate with others, make tough decisions, build relationships and control the climate in the workplace.
    • Hold a PMP Certification and be an active member of the Project Management Institute (PMI) with direct, hands-on experience in project management.
    • Degree in Computer Science, Information Systems, Engineering, Mathematics, Statistics or related technical discipline experience preferred.
    • Excellent written and oral communication skills - specifically the ability to explain technical concepts in plain English.
    • Looking for 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.
    • Knowledge of Procurement, Expenses and Invoicing is a plus.
    • Ability to travel both domestically and abroad.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, a 401(k) match, a flexible work environment, no limit vacations for exempt employees, non-exempt employees are on an accrual basis for PTO, catered 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.

Keywords: Coupa Software, Inc., Reno , Manager, Support Account Management - Americas, Executive , Reno, Nevada

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