The Director, Strategic Response and Recovery (CSSM) serves as the high-stakes conductor for our most complex and sensitive challenges for our Japanese customers. When standard processes reach their limit, you step in to provide strategic leadership, emotional intelligence, and rigorous project management.
You will act as the primary Sr Support Leader in Japan and as a point of escalation for our Virtual Account Teams (VAT), for issues related to Customer Support You will identify and address the unique strategic response and recovery needs in the Japan region regarding Support related topics, supporting both our customers and Coupa's operational goals.
What You'll Do:
- Act as the central, highly visible senior Coupa support resource for the Virtual Account Team (Account Executives, Customer Value Managers, and Engagement Managers) during high-priority crises, specifically focusing on customers in Japan and APAC.
- Represent Coupa as the primary point of contact for the most high-profile customer escalations in Japan, ensuring a consistent and senior-level support presence.
- Evaluate incoming escalation requests to determine severity, business impact, and required resources.
- Neutralize internal friction by aligning cross-functional teams on a single path to resolution.
- Act as a named senior contact for extended engagements with key Japanese customers when the situation calls for a more holistic approach to account-level escalation.
- 2. Sentiment Analysis & Relationship Recovery
- Perform continuous AI-driven sentiment analysis of customer health, gauging the "temperature" of the relationship through direct interaction and meeting cues.
- Identify underlying frustrations that go beyond the technical problem (e.g., brand reputation risk, financial impact).
- Advise executive leadership on the social and emotional nuances of the escalation.
- Leverage AI tools to capture insights from customer escalations and refine suggestions for actionable cross-functional feedback within Coupa to address validated customer concerns.
- Provide analytic support to members of the Virtual Account Team on an ad-hoc basis and attend Quarterly Value Reviews when requested to discuss support experiences
- 3. Customer Alignment and Expectation Setting
- Facilitate transition to support meetings with newly onboarded customers.
- Share best practices for case creation and up-front business impact assessment.
- Help maintain ongoing education with existing customers when expectations of support are not aligned
- Lead cross-functional tiger teams across Value Services, Product & Technology (P&T), and Sales to address systemic issues impacting multiple customers.
- Coordinate collaborative efforts to diagnose root causes and implement corrective actions for widespread platform or process deficiencies.
- Drive clear, concise, and timely internal and external communication regarding systemic issue status and resolution plans
- 5.Support team leadership
The right candidate may also be accountable for managing a team of Japan-based Technical Support Engineerings and Support Account Managers
1. Strategic Escalation Management (Japan Focus)
4. Systemic Issue Resolution and Cross-Functional Tiger Teams
What You Will Bring to Coupa:
- 10+ years in Technical Account Management, Crisis Management, or High-Level Support.
- Proven ability to manage multiple high-velocity workstreams under extreme pressure. Excellent stakeholder communication and management both internally and externally
- Exceptional written and verbal skills; ability to "command a room" during a crisis.
- Ability to synthesize data from various logs, chats, and reports to identify trends and patterns.
- High EQ; the ability to remain calm and empathetic when dealing with frustrated stakeholders.
- Proven ability to drive process improvements and develop targeted action plans for customer challenges by utilizing Artificial Intelligence (AI) and Machine Learning (ML) for comprehensive data analysis, sentiment tracking, and identification of operational inefficiencies.
Skills Required
- 10+ years in Technical Account Management, Crisis Management, or High-Level Support
- Proven ability to manage multiple high-velocity workstreams under extreme pressure
- Exceptional written and verbal skills
- Ability to synthesize data from various logs, chats, and reports
- High EQ; ability to remain calm and empathetic when dealing with frustrated stakeholders
- Proven ability to drive process improvements utilizing AI and ML
What the Team is Saying
Coupa Compensation & Benefits Highlights
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Healthcare Strength — Company materials describe comprehensive healthcare and mental wellness programs for employees and their families, positioning well‑being as a core pillar of the package.
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Leave & Time Off Breadth — Generous paid time off, parental leave, and company Wellness Days are highlighted, with remote‑work flexibility available for many roles.
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Parental & Family Support — Family‑focused offerings include parental leave, fertility benefits, family medical leave, and on‑site mother’s rooms to support caregivers.
Coupa Insights
What We Do
Coupa is a global technology company that helps businesses run smarter by connecting all the ways they spend money — from procurement and expenses to payments and supply chain decisions — in one intelligent platform. In simple terms, Coupa gives organizations the visibility and control they need to make better financial choices, reduce waste, and drive real impact. It’s where technology meets purpose: helping companies manage their resources more responsibly while creating a positive ripple across their people, partners, and the planet.
Why Work With Us
At Coupa, we prioritize an inclusive and empathetic workplace where every voice is valued. Our teams are proactive and accountable, ensuring we collaborate effectively to achieve our goals. The foundation of our culture rests on our people; we believe in fostering an environment that encourages innovation and curiosity.
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