The Sr. Digital Customer Value Manager drives customer engagement with Coupa solutions, manages value delivery portals, and collaborates across teams to enhance customer success.
The Impact of a Sr. Digital Customer Value Manager at Coupa:
We are seeking a Senior Digital Customer Value Manager (CVM) to support a portfolio of customers within our Supply Chain Design and Planning (SCDP) business. In this role, you will be the primary customer-facing advocate, responsible for driving your customers to maximize value with Coupa solutions through digital and scaled workflows and activities. As the first Digital CVM with Coupa SCDP, you will be responsible for establishing programs and generating content to engage your customer segment and help them reduce supply chain costs, increase revenue, increase resiliency, and implement more sustainable supply chains while improving Coupa’s customer retention rates. In addition, you will collaborate directly with pre-sales, post-sales, product, and other internal teams, while also gaining exposure to different customer industries.
As a trusted advisor and primary point of contact at Coupa, you will bring best practices and thought leadership to your customers and content that other CVMs can leverage. You will be the face of Coupa to these customers, quickly building your profile within the community of supply chain designers. This is a fantastic opportunity to apply your entrepreneurial mindset for the benefit of Coupa and our customers!
What You'll Do:
- Bring Supply Chain Design and Planning and Coupa-specific information and best practices to your customers via one-to-many and digital engagements to help them progress in their value journeys, including, but not limited to webinars, user groups, newsletters, videos, and the online Coupa Community, improving customer retention in a cost effective way
- Conduct discovery and testing to develop engaging adoption and enablement campaigns to help users adopt Coupa SCDP more quickly and deeply and implement them through various channels
- Event planning and execution: plan, create, track and manage a calendar of virtual and in-person user groups and webinars for the Americas region, including scheduling, speaker sourcing and engagement, hosting location identification, follow-up activities, and recap
- Impact all SCDP customers by developing content that can be used in the digital and named customer segments to help customers adopt Coupa solutions and improve their SCDP practices
- Engage one-on-one with select customers to complement your digital interactionsOnboard new customers to set them on the right value journey, ensuring that they have an optimal experienceImprove internal customer visibility by inputting data into and maintaining data within a CRM
- Conduct data analysis to determine when and how to programatize your digital initiatives in order to solidify the impact
- Monitor customer health metrics, proactively identifying risks, and addressing them efficiently
- Collaborate cross-functionally within Coupa to manage customer interactions effectively at scaleIdentify and escalate potential opportunities for expansion and renewal to appropriate internal stakeholders
- Provide insightful feedback on customer needs internally, collaborating closely with internal teams to improve the customer journey and enhance customer success
What You Will Bring to Coupa:
- Overall 8 years of experience out of which at least 3 years in supply chain design and/or planning domain expertise. Preference for direct experience in LLamasoft/Coupa SCDP or similar technologies.
- Preferred candidates will have customer / client management experience, either via consulting experience or from supply chain SaaS software/solutions
- An entrepreneurial mindset, focusing on outcome-based problem solvingSkilled in digital and virtual communications
- Experience building a community of solution usersPerseverance in both challenging and recurring situations
- Excellent organizational, time management, interpersonal and data analytics skills
- Project management skills, including managing disparate, cross-functional teams across internal, customer and 3rd party teams
- Flexibility to travel up to 20%
The estimated pay range for this role is $127,000 - $144,333 + eligibility for commission
The starting salary for the successful candidate will be based on permissible, non-discriminatory factors such as skills, experience, and geographic location.
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Top Skills
Coupa Scdp
Llamasoft
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