Customer Engagement Manager Jobs in Chicago, IL

INTRODUCTION

Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins.

Why join Coupa?

🔹 Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend.
🔹 Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence.
🔹 Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other. Learn more on Life at Coupa blog and hear from our employees about their experiences working at Coupa.

ROLE AND RESPONSIBILITIES

As a Sr. Principal Engagement Manager at Coupa, you will lead the end-to-end implementation of the Coupa platform for large and strategic customers across the Americas region. Operating as a senior individual contributor, you will be responsible for delivering successful customer outcomes while aligning solutions with business objectives and ensuring projects are executed with quality, predictability, and operational excellence. You will work closely with customers, internal teams, and certified implementation partners to oversee execution, governance, resource alignment, and risk management. In addition, you may occasionally serve as a Delivery Executive Sponsor (DES), providing strategic oversight across a portfolio of engagements, mentoring Engagement Managers, and stepping in during critical situations to help drive successful outcomes and maintain executive alignment.

What You’ll Do

- Own end-to-end delivery of complex customer engagements, ensuring projects are delivered with quality, on time, and within budget
- Serve as the primary point of contact for customers and partners, building trusted relationships and managing executive stakeholder expectations
- Lead implementations from mobilization through deployment and go-live, including governance, resource planning, and adherence to Coupa methodologies
- Proactively manage risks, issues, and escalations, driving timely resolution and maintaining a clear path to successful delivery
- Oversee project financial performance, including forecasting, contract compliance, KPI achievement, and overall engagement health
- At times, act as senior engagement leader across a portfolio of strategic engagements, providing executive governance and ensuring delivery excellence
- Mentor and provide guidance to Engagement Managers, sharing best practices and supporting successful execution across multiple projects
- Partner with customers and internal stakeholders on business transformation initiatives, helping organizations maximize the value of their investment in Coupa

BASIC QUALIFICATIONS

- 10+ years of experience in systems applications consulting, Professional Services, or enterprise software delivery environments, with at least 5 years in program or project leadership roles
- Proven experience leading complex enterprise SaaS implementations and managing multiple concurrent engagements across large organizations
- Strong executive presence with the ability to build trusted relationships and influence stakeholders at all levels, including C-suite executives
- Experience providing strategic oversight, executive governance, and leadership support across a portfolio of projects, including managing escalations and driving successful outcomes

AI & Agile Experience

- Led delivery of enterprise AI and Generative AI initiatives using Agile methodologies, from use-case definition through deployment and adoption
- Managed cross-functional teams across product, engineering, data science, and business functions to deliver scalable AI solutions
- Facilitated Agile ceremonies, sprint planning, backlog refinement, and release management to drive predictable delivery and continuous improvement
- Directed program governance, risk management, stakeholder communications, and executive reporting across multiple AI and digital transformation engagements

AI & Agile Capabilities

- AI Strategy & Roadmap Development, Generative AI, Machine Learning, Intelligent Automation, and AI Use Case Prioritization
- Agile Program & Project Management, Scrum, Kanban, SAFe, Sprint Planning, Backlog Management, and Release Planning
- Cross-Functional Team Leadership, Stakeholder Management, Executive Communication, Change Management, and Organizational Adoption
- Portfolio Governance, Risk & Dependency Management, Resource Planning, Budget Management, Vendor Management, and KPI Tracking

Program Governance

- Managed program governance, delivery risks, budgets, and executive
- Demonstrated ability to mentor and develop project leaders or Engagement Managers while fostering collaboration across cross-functional teams and implementation partners
- Strong analytical, financial, and problem-solving skills, including experience with forecasting, KPI management, contract compliance, and engagement health
- Experience with enterprise applications and digital transformation initiatives, including platforms such as SAP, Oracle, NetSuite, Salesforce, Workday, Ariba, Concur, or other SaaS solutions; Business Spend Management experience is highly desirable
- High levels of ownership, adaptability, and professionalism, with excellent communication skills and the ability to travel as required to support customers across the Americas region

COMPENSATION

- The estimated pay range for this role is $152,000 - $213,333
- The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state.

Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees.

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