Customer Operations Associate

About SpendHQ

SpendHQ is a fast-growing and dynamic Procuretech Scale-up with an incredible collaborative company culture. Our team is constantly innovating - we invented performance management for procurement and we are a market leader and innovator in spend analytics. We provide procurement teams with the tools they need to drive value for their organization, and we have fun doing it.

The SpendHQ SaaS solution has been on the market for over 10 years. Our clients are recognized market leaders from both mid-size organizations and large, multinational corporations. There are 20,000+ SpendHQ users across 500+ global clients.

It is thanks to each of our employees that we are where we are today. We proudly have more over 100 team members in 10 countries with headquarters in both Atlanta and Lyon. But we are not stopping here. SpendHQ is taking on new challenges and we look forward to continuing to grow the company and team.

Where would you fit in the team?

SpendHQ’s Delivery team turns procurement data into decisions our clients and partners can act on. Customer Operations sits at the heart of one of our most important workflows: partner-driven spend assessments for consulting partners and portfolio companies.

As a Customer Operations Associate, you’ll own the day-to-day coordination and quality of these assessments, from initial intake through data profiling, taxonomy development, categorization review, and final delivery into the SpendHQ platform. You’ll work across multiple internal teams to keep each assessment moving within a tight turnaround, catch data and timeline risks early, and make sure what we hand back to partners is accurate, repeatable, and ready to act on.

This role is a great fit if you’re an operations-minded analyst who takes ownership, cares about data quality, stays customer-focused under deadline pressure, and is always looking for ways to make the process better.

Key Responsibilities

Assessment Intake, Planning & Pipeline Coordination

• Review new assessment requests and confirm the client, partner, timeline, taxonomy, and source-data details needed to get started
• Profile incoming source files, confirm the minimum fields required, and document any gaps, assumptions, or usability risks
• Assess complexity, confirm the right delivery path and resources, and keep pipeline status clear for the team
• Proactively flag missing inputs, quality concerns, or timeline risks to keep assessments on track for our five-day SLA

Data Setup & Assessment Workflow

• Set up the standard client folder structure and required project records across SpendHQ’s internal systems
• Profile all transactional and enrichment data sources, including ones that may not end up in the final assessment
• Build or coordinate the data ingestion workflow, ensuring a clean handoff into consolidation and normalization
• Maintain organized documentation, version control, and traceability throughout each assessment

Taxonomy, Normalization & Categorization

• Build or adapt a practical taxonomy for each client, using industry context, client descriptors, and SpendHQ’s standard taxonomy
• Make sure every taxonomy entry has a clear definition before categorization runs
• Run and review automated categorization matching, prioritizing lower-confidence matches and high-spend items
• Coordinate normalization and categorization with our Data & Analytics team, then review major suppliers and categories for accuracy and consistency

Quality Assurance, Insights & Final Delivery

• Reconcile spend totals, date ranges, source coverage, and taxonomy alignment before anything goes out the door
• Apply approved normalization and subcategory updates carefully, without disrupting hidden or filtered records
• Prepare a concise, partner-facing spend summary covering total spend, top categories, top suppliers, opportunities, and caveats
• Load the final reviewed data into SpendHQ and spot-check totals, categories, and suppliers after completion

Operational Leadership & Continuous Improvement

• Serve as the day-to-day owner and main point of coordination for your assigned assessments
• Identify bottlenecks, recurring quality issues, and opportunities to improve speed, consistency, and customer experience
• Help strengthen our SOPs, templates, checklists, and handoff standards so the process stays repeatable and auditable
• Collaborate across Partnerships, Delivery, Data & Analytics, Customer Success, and Product teams, and support peer training as the function grows

What Skills and Experience Should You Have?

• Bachelor’s degree in business, supply chain, analytics, finance, information systems, or a related field (equivalent practical experience is also welcome)
• 1-3 years of experience in customer operations, consulting delivery, implementation, project coordination, procurement/spend analytics, or data operations, with a track record of owning deadline-driven deliverables
• Comfort working in Excel (filters, pivots, lookups) to support spend analysis and quality checks
• Basic-to-intermediate SQL skills (SELECT, JOIN, WHERE, GROUP BY) to profile source tables and trace numbers back to their source; familiarity with querying a cloud data warehouse is a strong plus
• No certification required, though Lean Six Sigma, procurement/supply chain credentials, or relevant analytics training are a plus
• Clear, professional communication skills: comfortable documenting key information and sharing timely updates using established templates
• Ability to learn partner and customer needs quickly and provide a responsive, reliable experience
• Strong organizational skills: able to track timelines and handoffs, follow established processes, and flag blockers early
• Solid analytical problem-solving: reviewing source data, spotting patterns or gaps, and working with the team to resolve issues
• Good judgment about when to make a routine decision and when to escalate data, scope, or timeline risks
• A collaborative mindset: you give clear handoffs, take feedback well, and suggest practical process improvements

Why do people love working at SpendHQ?

At SpendHQ, we are:

• Stronger Together - Everyone plays an important role at SpendHQ. We deliver more success through shared goals and mutual support. We work diligently to break down silos and collaborate.
• People Focused - We care about those we work with and those we serve. We strive for strong results, but not at the expense of people.
• Our Best Every Day - We act with authenticity, integrity, dependability and empathy. We are transparent with clients and each other. We foster an environment full of humble, fun go-getters who approach every day as an opportunity to be their best.
• Customer Obsessed - Our customers are the reason for our success. We work hard to provide solutions that make their lives easier and help them achieve extraordinary things.
• Bold in Action - We believe in taking daring moves. We do everything with enthusiasm because we know our work is meaningful.

What do you need to know?

The role reports to our Head of Implementation, and collaborates closely with our Partnerships, Delivery, Data & Analytics, Customer Success, and Product teams.

Salary commensurate with experience. This is a full-time, salaried position with a competitive benefits package:

• Unlimited PTO (US)
• Parental leave
• 401(k) (US)
• Health insurance
• Performance bonus
• Remote work policy
• Flexible working hours
• Equity Program
• Referral bonus

Atlanta, GA is our preferred location, with a hybrid work arrangement at our U.S. headquarters.

We are an equal opportunity employer and value diversity at our company. We welcome applications from all qualified individuals regardless of race, ethnicity, gender, sexual orientation, disability, age, or any other protected status. If you do not meet every requirement but believe you would be a great fit, we encourage you to apply!

Important notice: All legitimate SpendHQ recruiting communications come only from email addresses ending in @spendhq.com and relate to roles posted on www.spendhq.com/careers/