Senior Value Assurance Director

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Take ownership of and drive the resolution of intricate and high-value customer escalations that pose a direct threat to contract retention or require intervention from C-suite executives.

• Perform thorough technical and financial evaluations to accurately identify the underlying cause of the value gap (e.g., product misalignment, implementation issues, process failures). Develop and implement a plan suitable for board review to stabilize the account, establishing a clear, measurable, and auditable route to achieving the promised value.

• Act as the primary point of authority, interacting with customer executives (CFOs, CIOs, CPOs) to present direct action plans, renegotiate expectations, and ensure shared commitment towards successful resolution.

• Mobilize, guide, and hold accountable senior teams across Product, Engineering, Sales, and Professional Services in a highly matrixed environment. This role acts as a force multiplier, ensuring a quick, coordinated, and effective corporate response.

• Contribute to the design, advocacy, and enforcement of a comprehensive, company-wide Root Cause Analysis (RCA) framework for all significant escalations. Convert customer missteps into clear and actionable requirements for functional leaders throughout the organization.

• Collaborate with senior Customer Success leaders to create and implement predictive value models and early-warning indicators. Proactively engage in high-stakes, high-value accounts before issues escalate to executive levels, often by proposing alternative solution architectures.

• Create and document new best practices for product deployment, service delivery, and customer adoption derived from insights gained from critical engagements, effectively "writing the playbook" for future value delivery.

• Serve as a peer coach for regional Customer Value Managers and field leadership in navigating complex commercial, communication, and technical value realization scenarios.

⛳️ Requirements

• 15+ years of extensive and progressive experience in a relevant field such as Technical Account Management, Customer Success Strategy, or Management Consulting within an enterprise B2B SaaS environment.

• Proven experience as the singular point of accountability for addressing multiple multi-million-dollar, C-suite-level escalations in a hands-on role, leading to successful contract renewals or expansions.

• Advanced understanding and ability to articulate the financial and operational implications of enterprise software, particularly in domains like Spend Management, Supply Chain, Procurement, and Working Capital.

• Exceptional executive communication, negotiation, and conflict resolution capabilities. Ability to engage effectively with C-level executives while maintaining credibility with highly technical product and engineering teams.

• Demonstrated capacity to operate without direct authority and still drive complex, cross-functional organizational changes.

🏝️ Benefits

• Pioneering Technology

• Collaborative Culture

• Global Impact