VP, Value Assurance

VP, Value Assurance

Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. 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.

The Impact of a VP, Value Assurance at Coupa :

The Vice President, Value Assurance is a critical executive leadership role responsible for mobilizing cross-functional resources to ensure that every Coupa customer realizes and sustains the maximum financial and operational value from their investment. This leader acts as the escalation point for high-stakes, at-risk customer relationships where the customer's perceived value and return on investment is compromised. Reporting to the SVP, Customer Success, this role directly impacts revenue retention and growth, customer loyalty, and Coupa's reputation as a strategic partner in Autonomous Spend Management.

What You'll Do :

Executive Escalation & Resolution Management Leadership :

• Define Engagement Framework for escalation management and resolution, including intake, execution, and closure processes that provide structure, clarity, and rapid results.
• Lead Critical Engagements : Personally own, manage, and drive the resolution of Coupa's most complex and high-risk customer escalations, particularly those threatening retention or demanding executive intervention.
• Oversee Customer Value Re-Establishment : Leverage Value Assurance Directors and other Coupa resources to conduct rapid and forensic value assessments to determine the root cause value gaps. Set the benchmark for executive-level plans to stabilize accounts, re-establish confidence, and define a clear, measurable path to recovery.
• Executive Interlock : Serve as the senior point of contact and authority within Value Assurance, engaging with internal and external executive stakeholders (CFOs, CIOs, Chief Procurement Officers) to communicate action plans, set expectations, and confirm successful resolution.
• Resource Mobilization : Act as the general manager of cross-functional resolution teams, orchestrating efforts across Product, Engineering, Sales, Professional Services, and Customer Success to deliver rapid solutions.
• Strategic Governance & Process Improvement :
• Define Escalation Policy : Design, formalize, and enforce a best-in-class, company-wide framework for escalation management, including clear severity definitions, response mechanisms, roles, and communication protocols.
• Post-Mortem Analysis & Learning : Implement a rigorous closed-loop feedback process. For every engagement, lead a Root Cause Analysis (RCA) to identify systemic failures in product, implementation, sales, or support, translating findings into actionable improvements for respective functional leaders.
• Risk Portfolio Management : Partner with Customer Success leadership to maintain a dynamic customer risk portfolio based on data-driven signals and adoption metrics, allowing account teams to proactively intervene before an account becomes a formal escalation.
• Leadership & Value Advocacy :
• Internal Evangelist : Champion the "Voice of the Customer" internally, ensuring product roadmaps, customer experience programs, and service delivery priorities reflect the needs identified during critical resolution scenarios.
• Mentorship : Coach Value Assurance Directors, Customer Value Managers, and other field team members on risk mitigation, executive communication, and strategies for navigating difficult conversations centered on realized value.

What You Will Bring to Coupa :