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Head of Knowledge Management

Company: Coupa Software Inc.
Location: San Mateo
Posted on: April 8, 2021

Job Description:

Coupa Software (NASDAQ: COUP), a leader in business spend management (BSM), has been certified as a "Great Place to Work" by the--Great Place--to Work organization. We deliver "Value as a Service" by helping our customers maximize their spend under management, achieve significant cost savings and drive profitability. Coupa provides a unified, cloud-based spend management platform that connects hundreds of organizations representing the Americas, EMEA, and APAC with millions of suppliers globally. The Coupa platform provides greater visibility into and control over how companies spend money. Customers - small, medium and large - have used the Coupa platform to bring billions of dollars in cumulative spend under management. Learn more . Read more on the--Coupa Blog --or follow--@Coupa on Twitter . Do you want to work for Coupa Software, the world's leading provider of cloud-based spend management solutions? We're a company that had a successful IPO in October 2016 (NASDAQ: COUP) to fuel our innovation and growth. At Coupa, we're building a great company that is laser focused on three core values: 1. Ensure Customer Success --- Obsessive and unwavering commitment to making customers successful. 2. Focus On Results --- Relentless focus on delivering results through innovation and a bias for action. 3. Strive For Excellence --- Commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability. Role Responsibilities

  • Develop customer, partner, and value services knowledge management framework, systems, and processes required to bridge between our customer success systems and our knowledge bases
  • Develop digital strategies to shorten the path between customer need and positive outcomes
  • Build strong working relationships with other functional teams to promote knowledge management initiatives and ensure the free flow of information throughout the company
  • Evaluate the sustainability of our current knowledge management approach and optimize the processes and framework for the future
  • Formulate evidence-based knowledge analysis and identify key priorities, requirements and gaps
  • Inform executive leadership team on how to best improve customers' experience through a Knowledge Center (KC), lead discussions and appropriate action plans
  • Develop content, communication, and training needs on knowledge processes and systems
  • Drive KM initiatives in a cross-functional environment leading both direct and matrixed staff Role Requirements
    • A leader grown through the ranks with past experience growing and scaling knowledge practices for a $3-5Bn company
    • Previous experience developing global KM strategies required for customers, partners, and for internal users
    • Successful track record of working in and leading in a customer-focused Knowledge Centered (KC) environment
    • World class communication skills both verbal and written
    • Bachelor's or Masters degree in a relevant technical / business field along with 15 years experience
    • Experience in multi-channel knowledge management environments
    • Ability to roll-up your sleeves and dive into details and help when/where needed
    • Confident, persuasive and enthusiastic about sharing knowledge
    • Possess critical and analytical thinking abilities with great attention to detail
    • Ability to program/project manage initiatives around Knowledge Management that involve cross-functional teams (e.g. IT, Business Applications, Services, Sales, Marketing) Preferred Qualifications
      • Ability to speak multiple languages to help deploy a global KM solution
      • Experience working with Salesforce, JIRA, Confluence, Mindtouch, and/or Discourse
      • Experience with Enterprise Search platforms (Coveo)
      • A strong drive and advocacy for customer service
      • A good listener and know how to positively stimulate change
      • Caring about the users of KM systems, whether internal or external
      • Passionate about new technology At Coupa, we have a strong and innovative team dedicated to improving the spend management processes of today's dynamic businesses. It's our people who make it happen, and we strive to attract and retain the best in every discipline. We take care of our employees every way we can, with competitive compensation packages, as well as restricted stock units, an Employee Stock Purchase Program (ESPP), comprehensive health benefits for employees and their families, a 401(k) match, a flexible work environment, no limit vacations for exempt employees, non-exempt employees are on an accrual basis for PTO, catered lunches---And much more! As part of our dedication to the diversity of our workforce, Coupa is committed to Equal Employment Opportunity without regard for race, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity or religion. Please be advised, inquiries or resumes from recruiters will not be accepted.

Keywords: Coupa Software Inc., San Mateo , Head of Knowledge Management, Executive , San Mateo, California

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