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.
Responsibilities:
Manage day-to-day operations of the team, help drive support cases to resolution.
Ensuring that the team consistently operates at the highest level.
Responsible for team’s performance in achieving KPIs and collaborating with global peers to ensure alignment.
Be a mentor and advisor to the support engineers on difficult issues, help others develop an understanding of how our customers do business and the role our product plays in their business.
Collaborate effectively with our customers, partners, and our internal departments to help solve critical customer issues.
Triage and coordinate cross-functional groups to ensure the right resources are allocated to enable a successful outcome.
Effectively communicate with the Customer, Management and Executive levels.
Identify, measure and derive patterns from high volume tickets associated with specific product areas and/or customers to help address root cause.
Partner with the internal teams in implementing learnings and focusing on the development opportunities.
Coordinate with peer groups globally on resources, issues and schedules.
Attend Weekly Tech Reviews, Development Prioritization meetings, Release Planning meetings and host Transition to Production calls.
Manage major incidents, coordinate with internal teams, and communicate with customers
Requirements:
Bachelors degree in Computer Science, Information Technology, Computer Networking or equivalent related experience.
14+ years of professional experience in technical/customer support, supporting teams, critical situation management, and quality management.
Must be a leader and motivator with a clear understanding of the market requirements, customer base, and challenges facing a fast-growing company.
Acts as an advisor to the business and may become actively involved, as required, to meet schedules and resolve problems
Skills and Experience:
Proven ability to perform and thrive in a collaborative environment creating improvement initiatives and opportunities.
Strong working knowledge of SQL, Unix and Cloud architecture (professional certification will be an added advantage).
Excellent communication skills – verbal and written.
Excellent presentation and negotiation skills.
Capable of supporting others through rapid and constant change.
Possesses a continuous improvement mindset of ownership, accountability, empowerment, and trust.
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, retirement and savings plans with employer 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.
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