Manager, Technical Support - 8432

Through the power of trillions of dollars in business spend, Coupa’s mission is to unlock our customers' full potential to do well and do good, anchored in our shared belief that we are smarter together. Our customers, suppliers, and employees- our Coupanians- come together to co-create ideas and innovations that impact the power of spend.Through the power of trillions of dollars in business spend, Coupa’s mission is to unlock our customers' full potential to do well and do good, anchored in our shared belief that we are smarter together. Our customers, suppliers, and employees- our Coupanians- come together to co-create ideas and innovations that impact the power of spend.The Manager, Technical Support will oversee the day-to-day support operations of our technical support team and ensure the success of this function. This individual will report to our Director, Technical Support and assist in building the global Technical Support practice in our Bogota, Colombia location.The successful candidate possesses a continuous improvement mindset of ownership, accountability, empowerment, and trust. This individual will be independent, self-motivated, proactive, results-oriented, influential, experienced in dealing with Senior Business Leaders & Company executives and be able to define and provide a high level of customer satisfaction through the delivery of world-class technical support.

Responsibilities :

• Help us to build out the Bogota site as a support center of competence and manage a team of technical support engineers located there
• Partner with key internal constituents on behalf of the customer
• Manage the daily operations of the team members, including performance, schedules, case and phone routing and coverage, out of office coordination, hiring, etc.
• Manage support level and customer success metrics; ensure the support SLA's are being met and exceeded
• Manage a team of highly skilled managers and engineers to handle daily case volume and major customer escalations
• Hire, develop and evaluate personnel to ensure an efficient business operation
• Coordinate with other Customer Support Managers to ensure optimal allocation of resources across overall caseload demand
• Manage the communication of new or recurring problems to product management, product development, customer facing employees, and customers
• Conduct regular 1 : 1 meetings and formal reviews with team members to monitor progress, to set expectations and to coach and develop employee skills
• Receive and manage customer complaints and escalate to appropriate personnel ensuring successful and timely resolution
• Identify and implement changes to methods, processes, systems and technologies to improve operational metrics
• Ensure team has access to tools, methodologies and any resources needed
• Collaborate closely with peer managers as part of a global team to ensure regional goals are met
• Working knowledge of managing in a SaaS environment

Required Skills & Experience :

At Coupa, we’re building a great company that is laser-focused on three core values : ensuring customer success with an obsessive and unwavering commitment to making customers successful, focusing on results with a relentless focus on delivering results through innovation and having a bias for action, and striving for excellence with our commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.At Coupa, we have a solid and innovative team dedicated to improving the spend management processes of today's dynamic businesses. We celebrate diversity and recognize its value to our customers and employees. Coupa is proud to be an equal-opportunity workplace and affirmative-action employer. Learn more about our commitment to fostering diversity, equity and inclusion at Coupa here. All qualified applicants will receive consideration for employment regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. Please be advised that inquiries or resumes from recruiters will not be accepted. By submitting your application, you acknowledge that you have read Coupa’s Privacy Policy and understand that Coupa receives / collects your application, including your personal data, for the purposes of managing Coupa's ongoing recruitment and placement activities, including for employment purposes in the event of a successful application and for notification of future job opportunities if you did not succeed the first time. You will find more details about how your application is processed, the purposes of processing, and how long we retain your application in our Privacy Policy.