Director, Strategic Response and Recovery -11501

Job description

What You'll Do:

1. Strategic Escalation Management (Japan Focus)

Act as the central, highly visible senior Coupa support resource for the Virtual Account Team (Account Executives, Customer Value Managers, and Engagement Managers) during high-priority crises, specifically focusing on customers in Japan and APAC.

Represent Coupa as the primary point of contact for the most high-profile customer escalations in Japan, ensuring a consistent and senior-level support presence.

Evaluate incoming escalation requests to determine severity, business impact, and required resources.

Neutralize internal friction by aligning cross-functional teams on a single path to resolution.

Act as a named senior contact for extended engagements with key Japanese customers when the situation calls for a more holistic approach to account-level escalation.

2. Sentiment Analysis & Relationship Recovery

Perform continuous AI-driven sentiment analysis of customer health, gauging the "temperature" of the relationship through direct interaction and meeting cues.

Identify underlying frustrations that go beyond the technical problem (e.g., brand reputation risk, financial impact).

Advise executive leadership on the social and emotional nuances of the escalation.

Leverage AI tools to capture insights from customer escalations and refine suggestions for actionable cross-functional feedback within Coupa to address validated customer concerns.

Provide analytic support to members of the Virtual Account Team on an ad-hoc basis and attend Quarterly Value Reviews when requested to discuss support experiences

3. Customer Alignment and Expectation Setting

Facilitate transition to support meetings with newly onboarded customers.

Share best practices for case creation and up-front business impact assessment.

Help maintain ongoing education with existing customers when expectations of support are not aligned

         4. Systemic Issue Resolution and Cross-Functional Tiger Teams

Lead cross-functional tiger teams across Value Services, Product & Technology (P&T), and Sales to address systemic issues impacting multiple customers.

Coordinate collaborative efforts to diagnose root causes and implement corrective actions for widespread platform or process deficiencies.

Drive clear, concise, and timely internal and external communication regarding systemic issue status and resolution plans

 

5.Support team leadership
The right candidate may also be accountable for managing a team of Japan-based Technical Support Engineerings and Support Account Managers

What You Will Bring to Coupa:

• 10+ years in Technical Account Management, Crisis Management, or High-Level Support.
• Proven ability to manage multiple high-velocity workstreams under extreme pressure. Excellent stakeholder communication and management both internally and externally 
• Exceptional written and verbal skills; ability to "command a room" during a crisis.
• Ability to synthesize data from various logs, chats, and reports to identify trends and patterns.
• High EQ; the ability to remain calm and empathetic when dealing with frustrated stakeholders.
• Proven ability to drive process improvements and develop targeted action plans for customer challenges by utilizing Artificial Intelligence (AI) and Machine Learning (ML) for comprehensive data analysis, sentiment tracking, and identification of operational inefficiencies.