Critical Situation Support Manager

hace 3 semanas


Bogota, Colombia Coupa Software A tiempo completo

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.

**Responsibilities**:

- Project manage critical situations - triage and ensure the right resources are being pulled into the escalation. Support managers still own them, but the critical situation manager helps to ensure the right resources are applied to the situation. Also, track its progress, create global awareness if needed & report on it if needed
- Work with large newly implemented customers to ensure a smooth transition to support. This will entail working closely with our Professional Services, Operations and Development teams
- Track implementation escalation types and help identify process improvement opportunities (work cross functionally to deliver those improvements)
- Work cross functionally with Ops and Engineering on repetitive issues as a means of process improvement. (group the issues by products across the customer base; help prioritize w/largest impact)
- Help document RCA’s and ensure those are disseminated in a timely manner

**Requirements**:

- Minimum of 5 years experience in critical/crisis situation management for technical customer escalations
- Bachelor’s degree in business, computer science, engineering or related field or equivalent experience
- Extensive experience leading measurable process improvement projects
- Excellent written and verbal communication skills are required, including the ability to communicate technical concepts clearly and effectively
- Crisis management skills: able to set priorities, pursue multiple threads at the same time, accurately reflect current state and drive towards desired state

The culture at Coupa is why Coupa is certified as a “Great Place to Work” by the Great Place to Work organization. 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. 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.
- Coupa’s Privacy Policy_



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