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:
Be a positive role model and advocate for teamwork with a strong focus on our Core Values.
Work closely with each of the team members to ensure they get the required assistance to make them successful in their role.
Conduct regular 1:1’s and document progress
Help achieve their goals including KPI’s
Improve and maintain the quality of their case management and communication
Assist in creating their Career Development plan and manage their White Space to help them achieve their goals o Encourage each person to take responsibility and have self-belief in their abilities
Complete end of year reviews for the team
Local & Global coordination amongst Managers.
Attend Weekly Team Tech Reviews.
Attend Development Prioritization calls.
Host transition to Production Support call.
Ensure Support is well represented in Release Planning Meetings.
Involvement in projects which will continue to bring support forward.
Liaise with ADV team, prioritising cases when required.
Build and maintain working relationships with other internal teams like SAM’s, CVM’s, PM’s, SRE and Development teams.
Own Escalations end-to-end, including communication and de-escalation.
Create awareness, communicate, track progress, close loop for Escalated Accounts.
Major Incident Management, communication and closure.
Join customer calls with TSEs for Critical or escalated situations.
Be able to assess Customer Heat level, proactively notify the Regional Leader with a clear plan of action to handle that situation.
Ability to assess defects that require Daily Update.
Remain up to date on open cases with the ability to spot trends and help identify issues that require escalation.
Ensure FTS Handovers are completed correctly and not missed.
Manage Queue coverage
Omni-Channel
8×8 Phones
Unassigned Queues
Manage team’s PTO to ensure adequate coverage.
Weekend scheduling, involvement & preparation.
Duty Manager coverage and scheduling.
Balance workload across team members
Requirements:
Bachelor’s Degree in any stream, Master’s Degree is a plus
10+ years of professional experience in the consulting, customer support, or applications implementation area of the high tech or software industry.
Experience with enterprise software, consumer software or database software is required. Must be a leader and motivator with a clear understanding of the market requirements, customer base and challenges facing a fast-growing company.
Effective interpersonal and business communication skills, active listening skills.
Excellent presentation and negotiation skills.
Demonstration of management skills with the ability to lead a team and coach team members.
Ability to effectively provide performance feedback and create development plans for team members to help improve their performance.
Capable of managing others through rapid and constant change.
Excellent analytical and organizational skills, outstanding customer service commitment and professionalism.
Ability to establish technical and managerial credibility. 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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