Senior Customer Operations Analyst

ABOUT NAVISPENDNaviSpend is the first AI platform built to operationalize purchased services — validating contracts against invoices at the line-item level, stopping payment leakage, and generating the spend intelligence and automation that makes every future sourcing cycle faster and sharper.

Discovery support: Join sales calls to understand each prospect's systems, data, workflows, and stakeholders, and what it will take to get them live. Implementation scoping: Scope data, integration, and configuration needs for each prospect, and build the implementation plan and timeline that goes into the proposal. Onboarding walkthroughs: Walk prospects through how onboarding works, what we need from their team, and what the first months look like. Buyer questions: Answer implementation, data, and integration questions during IT, security, and procurement reviews, working with engineering as needed. Customer onboarding and implementation Sales to onboarding handoff: Pick up new customers from sales with a clear view of what was promised, who the stakeholders are, and what success looks like. Kickoff and orientation: Run kickoffs and role-specific walkthroughs for sourcing, purchasing, AP, and IT teams, and set working norms and timelines for each implementation. Onboarding plans: Build and manage an onboarding plan for each customer, with clear milestones, owners, and dates, and keep customers updated on progress. Configuration capture: Document each customer's users, system setup, roles and permissions, and integration needs. Data collection: Work with customers to collect historical invoices, vendor lists, category maps, and other data, and follow up until it is complete and usable. Platform configuration: Configure tenant settings, category mappings, and vendor data to match each customer's structure and workflows. Training and enablement: Train customer users on the platform, build simple how-to guides, and answer day-to-day questions as teams get comfortable. Testing and validation: Compare system results against hand-audited ground truth, measure accuracy, document issues, and walk customers through the validation summary. Go-live and early adoption: Support go-live, watch early usage closely, and step in quickly when users get stuck or results need attention. Production support: Carry the same disciplines into live accounts, including periodic re-validation, data refreshes, configuration updates, and accuracy monitoring. Feature rollouts: Help existing customers adopt new releases through enablement, configuration, testing, and go-live support. AI-assisted operations: Use Navispend's internal AI plugins day to day to process meeting transcripts and customer feedback, track onboarding commitments and next steps, and produce status and validation reports. Product feedback Customer voice: Turn customer feedback, onboarding friction, and support questions into clear inputs for the product team. Requirements input: Review PRDs, user stories, and specs for gaps that would affect onboarding or day-to-day customer use. Developer feedback: Report misclassifications and logic errors in a structured, developer-ready format, and join sprint reviews as needed. WHAT YOU WILL DELIVERImplementation scopes, plans, and timelines for proposals An onboarding plan and status updates for every customer Implementation configuration and validation documentation for every customer Customer training sessions and how-to guides Go-live checklists and post-go-live adoption summaries New-feature rollout plans and post-rollout validation summaries Structured customer feedback and issue reports for product and engineeringQUALIFICATIONSRequired5 to 7 years of experience in customer implementation, onboarding, customer success, or client services, ideally at a software, analytics, GPO, or procurement-technology company Working knowledge of healthcare purchased services or the procurement cycle: sourcing, purchasing, and accounts payable Experience supporting sales teams in discovery, scoping, and implementation planning Experience working directly with customers to configure software, collect data, and train users Strong project management skills, with the ability to keep several customer onboardings on track at once Comfort working with large data sets in Excel or similar tools Clear, structured writing for customer updates, implementation plans, and issue reports Daily use of AI tools in your work, with the judgment to check and correct their output PreferredExperience supporting implementations with health systems (IDNs) Background in invoice validation, contract compliance, or AP automation Familiarity with spend taxonomies, vendor master data, or UNSPSCExperience applying generative AI to contracts, invoices, or other unstructured data Comfort working alongside engineers in sprint-based development Navispend is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.