What You'll Do:
- Program Strategy & Leadership
- Develop and own the strategic vision and roadmap for the global virtual and in person user group program (leveraging Bevy), ensuring alignment with overall business objectives.
- Work with Sales, CVMs and Field Marketing to create strategy for customer growth focused “user groups”
- Lead, coach, and manage a team responsible for executing the program's day-to-day operations and event calendar.
- Secure executive alignment and cross-functional buy-in to ensure the strong integration of the user group program across the customer experience lifecycle.
- Establish a clear framework for how user groups will be supported, organized, and managed.
- Develop a stakeholder approach including regular meeting cadence, measurements, and report-outs.
- Platform Implementation & Management
- Partner with IT and Operations to ensure seamless integration with our CRM (e.g., Salesforce) and other internal systems.
- Oversee the day-to-day optimization of the platform to ensure operational excellence.
- Partner directly with Bevy on ongoing optimization and enhancements of the platform.
- Community & Chapter Leader Management
- Develop and execute a comprehensive plan for recruiting, onboarding, and supporting user group chapter leaders globally.
- Work collaboratively with user group team members to build process guides and playbooks that empower chapter leaders to plan, coordinate, and deliver successful, high-quality events.
- Establish and enforce a community code of conduct and program guidelines to foster a positive and inclusive environment.
- Establish and maintain a strong partnership with our CVM (Customer Value Management) team to ensure a continual pipeline of CVMs and customers to support chapters and events
- Establish and maintain a strong partnership with our Product Owners and broader product team to engage them as needed in relation to the events. Eventually, the mid-term aim is to expand the program to include chapters devoted to products.
- Content Execution
- Manage the entire event lifecycle of both virtual and in-person user group events, ensuring a consistent and engaging experience for all participants.
- Collaborate with Product Marketing, Content, Product, and Services teams to develop compelling, customer-led content and event sessions.
- Oversee the program budget, optimizing spend to maximize ROI and achieve desired business outcomes.
- Events
- In partnership with our global events team, spearhead the customer day and expo hall engagements at our annual conference.This requires coordination across the CXM team, product partners, marketing, CVMs, Sales teams, events team, venues, swag suppliers and more. Be available for limited travel to support this handful of events throughout the year. This includes the customer day at our annual conference as well as several summits.
- Measurement & Optimization
- Define and track key performance indicators (KPIs) and ROI measures to demonstrate the program's business impact.
- Analyze user group attendee and engagement metrics and event data to provide actionable insights and continuously optimize the program.
- Prepare and present regular reports to senior leadership on program performance and strategic recommendations.
- Webinars
- Provide logistical, day-of, and post-event support for a limited number of webinars including the Catalyst Release and Roadmap webinars.
What You Will Bring to Coupa:
- Bachelor’s Degree in Business, Marketing, Communications, or related discipline is required.
- 8+ years of experience in user group program management or strategic program management within a high-growth B2B SaaS or B2B technology company.
- Proven ability to lead a team and scale a program's impact through effective delegation and personnel management.
- Demonstrated experience in a hands-on program management role, with the ability to lead a complex, multi-phase project from concept to completion.
- Experience with the Bevy platform, including implementation and administration, is a plus.
- Exceptional project management, prioritization, and attention to detail, with the ability to manage multiple initiatives simultaneously.
- Proficiency in tools such as Salesforce, Marketo, Tableau, Goldcast, or other similar platforms.
- A deeply customer-centric mindset with a passion for building inclusive and diverse communities.
- Excellent communication and collaboration skills, with a proven ability to influence and align diverse stakeholders, including senior executives.
- Strategic thinker with the ability to thrive in a fast-paced, ambiguous, and evolving environment.
