Coupa Managed Services Manager

Manager_Coupa

•Proposed designation
Manager•Role type
Individual contributor + Supervisory•Direct reports would be assigned to individual and would be responsible for their performance and growth by mentoring.•Reporting to 
Associate Director•Geo to be supported
US/UK/Across geos/Other•Work timings
Flexible – (Please note- work timings may differ based on the project/geo requirements)

Roles & responsibilities

The Managed Service Manager is responsible for overseeing the delivery of SaaS products (Coupa / Procure to Pay / SIM (supplier Information Management) / Coupa Integrations / CLMA (Advanced Contract Lifecycle Management) Managed Services to customers. This entails managing a team of solution experts and ensuring that they provide exceptional service to clients. The main duties and responsibilities of this role include:

•Manage a team of solution experts and oversee their work to ensure the highest level of quality in service delivery.•Develop and maintain strong relationships with clients, ensuring their needs are fully met and their expectations are exceeded.•Continuously improve processes and methodologies in the delivery of Coupa Managed Services.•Monitor and report on the performance of the Managed Services team, including metrics such as service level agreements (SLAs), customer satisfaction, and team performance. Provide the metric data to Quality team when ever needed.•Collaborate with sales teams to identify upsell and cross-sell opportunities with existing clients.•Work closely with SaaS product (Coupa) teams to ensure knowledge of and compliance with Coupa's best practices, policies, and procedures, also in resolving the priority issues.•Should manage product release upgrades by conducting impact assessments, testing new features and functionalities, and providing advice to clients..

Educational qualifications

•MBA/B.E/B.Tech equivalent from reputed institute.•The candidate must have a certification in Coupa SIM and Coupa core implementation, certification in Coupa integration is added advantage.

Work experience

•10-14 years of total experience, with 6-8 years of relevant experience in managing and supporting  SaaS platforms like Coupa.•Experience in managing and leading support or managed service projects with a team size ranging from 3 to 6 or more individuals. 

Mandatory  technical & functional skills

•Prior experience on S2P/P2P SaaS Solution Application support/Managed Service.•Hands-on experience with Coupa SIM and Coupa integrations. Lead design sessions and collaborate closely with business stakeholders and process leads. Configure, deliver, and test Coupa SIM and Coupa ERP integrations. 

Preferred technical & functional skills

•possess knowledge of integrating SaaS procurement products with other ERP systems 

Key behavioral attributes/requirements

•Excellent interpersonal and presentation skills•Highly self-motivated individual with the ability to adapt in fast paced and dynamic environment•Should be flexible to work on different P2P/CLM technologies/platforms after providing required support and trainings

 

Experience Level

Mid Level