Customer Success Field Operations Director

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Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. 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 on our clients, the business, and each other. Learn more on Life at Coupa blog and hear from our employees about their experiences working at Coupa. What You'll Do: • Act as the trusted advisor and partner to Customer Success leadership with credibility and influence from strategy to execution • Implement and execute the Coupa Revenue Operating Model across the Customer Success organization. • Provide leadership and counsel to Customer Success leaders to implement objectives and cadences — including renewal forecast reviews and at-risk account cadences — that appropriately reflect and drive our business goals. • Own the operating rhythm for renewal forecasting, including available-to-renew (ATR) management and the accuracy and consistency of renewal rate, churn, and expansion reporting. • Drive book-of-business segmentation, coverage, and capacity planning processes and related activities, working with cross-functional teams to build plans that align to corporate goals and strategy. • Develop and implement best-practices, processes, and cadences to establish quality, accuracy, and process consistency across reporting, forecasting, retention management, and overall revenue process optimization while minimizing administrative overhead. • Oversee the creation, accuracy, and efficient distribution of retention, renewal, and customer health metrics, reports, and other revenue-related business intelligence essential to the organization. • Partner with Finance and Revenue Operations peers to ensure renewal, churn, and net retention reporting reconciles with company-level forecasting and planning. • Actively contribute to the enhancement of business operations processes covering applications, data, reporting, field engagement and project/change management. • Build strong relationships across Customer Success leadership and other cross-functional departments to influence decision making, drive process optimization and overall revenue effectiveness. What You Will Bring to Coupa: • Strong executive presence and communication skills, and an ability to lead through influence and credibility across an organization. • Solid leadership skills with the ability to act independently. • Ability to manage and influence stakeholders • Strong understanding of the post-sales customer lifecycle — renewals, retention, and expansion — with the ability to translate that knowledge to other teams, including Revenue, Customer Success, Finance, IT, and other revenue support teams. • Excellent analytical skills combined with strong problem solving and organization skills and a high attention to detail. • Sharp business acumen and judgement, and strong project management skills. • Ability to work in a fast-paced, collaborative environment. • Results driven and naturally curious with an ability to motivate those around them. • Bachelor's degree in Business-related discipline; MBA and/or CPA an asset. • 5-8 years of relevant experience in Revenue Operations, Customer Success Operations, Sales Strategy or Business Operations. • 5+ years of experience in the software industry and cloud platform businesses. Industry experience

Coupa通过其社区生成的AI和行业领先的全面支出管理平台，为各种规模的企业实现利润倍增。Coupa AI依托全球1000万+买家和供应商网络中数万亿美元的直接和间接支出数据。我们赋能您预测、规定并自动化更智能、更有利可图的业务决策，以提升运营利润率。为什么加入Coupa？开创性技术：在Coupa，我们处于创新的前沿，利用最新技术赋能客户，提升其支出效率和可见性。协作文化：我们重视协作和团队合作，我们的文化以透明、开放和对卓越的共同承诺为驱动。全球影响力：加入一家你的工作对客户、业务以及彼此产生可衡量全球影响力的公司。在Life at Coupa博客了解更多，并听取我们的员工分享在Coupa工作的体验。你将做什么：• 作为Customer Success领导层的可信顾问和合作伙伴，从战略到执行具备可信度和影响力• 在Customer Success组织中实施和执行Coupa Revenue Operating Model。• 为Customer Success领导者提供领导和咨询，以实施目标和节奏——包括续约预测审查和高风险客户节奏——以适当反映并推动我们的业务目标。• 负责续约预测的运营节奏，包括可用续约（ATR）管理以及续约率、流失和扩展报告的准确性和一致性。• 推动业务组合细分、覆盖范围和容量规划流程及相关活动，与跨职能团队合作制定符合公司目标和战略的计划。• 开发和实施最佳实践、流程和节奏，以在报告、预测、留存管理和整体收入流程优化中建立质量、准确性和流程一致性，同时尽量减少行政开销。• 监督留存、续约和客户健康指标、报告以及其他对组织至关重要的收入相关商业智能的创建、准确性和高效分发。• 与Finance和Revenue Operations同行合作，确保续约、流失和净留存报告与公司级预测和规划一致。• 积极贡献于业务运营流程的增强，涵盖应用、数据、报告、现场参与和项目/变革管理。• 在Customer Success领导层和其他跨职能部门之间建立牢固关系，以影响决策、推动流程优化和整体收入有效性。你将带给Coupa什么：• 强大的高管风范和沟通能力，以及通过影响力和可信度在组织中发挥领导作用的能力。• 扎实的领导技能，能够独立行动。• 管理和影响利益相关者的能力• 对售后客户生命周期——续约、留存和扩展——有深入理解，并能够将这些知识传达给其他团队，包括Revenue、Customer Success、Finance、IT和其他收入支持团队。• 出色的分析能力，结合强大的问题解决和组织能力以及对细节的高度关注。• 敏锐的商业头脑和判断力，以及强大的项目管理技能。• 能够在快节奏、协作的环境中工作。• 结果驱动且天生好奇，能够激励周围的人。• 商业相关学科学士学位；MBA和/或CPA为加分项。• 5-8年Revenue Operations、Customer Success Operations、Sales Strategy或Business Operations相关经验。• 5年以上软件行业和云平台业务经验。行业经验

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