Terry Muir

About Terry Muir

Experienced Customer Success Manager with a demonstrated history of working in the…

Experience

1. Customer Value Director

   Coupa

   Aug 2022 — Present · US

   Key ResponsibilitiesCollaborate with sales and marketing teams to define and communicate the unique value propositions of the SaaS product.Engage with customers early in their journey to understand their business goals and challenges, helping them see how the product can address these needs.Develop tailored value propositions for different customer segments based on their specific pain points.Work closely with Account Executives (AEs) to create and implement success plans that align with the customer’s desired outcomes.Monitor key performance indicators (KPIs) that track how well the product is delivering on its promised value.Conduct regular business reviews with customers to demonstrate how the product is meeting or exceeding expectations.Develop frameworks for measuring value at various stages of the customer lifecycle, from onboarding to renewal.Use data analytics tools to track product usage, customer satisfaction, and ROI metrics.Present clear reports on value realization to both internal stakeholders (e.g, product teams) and external customers.Collaborate with the pricing and packaging teams to ensure that the pricing structure reflects the value delivered by the product.Act as a liaison between sales, marketing, product management, and customer success teams to ensure a unified approach to delivering customer value.Advocate for customers internally by ensuring their feedback is incorporated into product development and feature prioritization.Identify opportunities for account expansion by understanding additional needs that can be met through upselling or cross-selling.Work with sales teams to present these opportunities in a way that emphasizes added value rather than just additional cost.Proactively engage with at-risk accounts by focusing on areas where value delivery may be falling short.Implement strategies to reduce churn by reinforcing the ongoing benefits of using the SaaS solution.

Education

• California State University, Fullerton

  Bachelor of Science (B.S.), Criminal Justice/Law Enforcement Administration

  1994 — 1998

Skills

• Microsoft Excel
• Liability
• Training
• Project Management
• Highly Motivated Self-Starter
• Negotiation
• Customer Service
• Policy
• Program Management
• Leadership
• Management
• Team Building
• Property & Casualty Insurance
• Claim
• Team Leadership
• Insurance
• Analysis
• Microsoft Office
• Sales
• Strategic Planning
• Private Investigations
• Healthcare
• Business Development