Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins.
Why join Coupa?
🔹 Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend.
🔹 Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence.
🔹 Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other.
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The Impact of the Sr P&T Operations Analyst at Coupa:
The Business Analyst/Product Adoption ensures the R&D budget isn't wasted on "dark features" that no one uses. By embedding adoption thinking into the start of the requirements process, you maximize the Return on Product Investment. You are the guardian of the customer experience, identifying configuration barriers, training gaps, and integration dependencies before they turn into churn.
What You’ll Do
- Strategic Planning & The Adoption Brief
- Define the "Golden Workflow": Collaborate with PMs during the design phase to map the ideal user path to "first value" and long-term stickiness.
- Architect Adoption Briefs: Own the creation of the Adoption Brief, establishing value hypotheses, customer segmentation, adoption strategy, and the "signals" that indicate a user has successfully adopted a feature.
- Instrumentation Strategy: Work with Engineering and Product Analytics to ensure features are tagged and instrumented before launch, ensuring 100% visibility into user behavior from Day 1.
- Cross-Functional Execution
- Enablement Alignment: Partner with Marketing and Customer Success to translate adoption criteria into targeted in-app nudges, tutorials, and human-led outreach playbooks.
- Product-Led Growth (PLG): Design and monitor the effectiveness of automated onboarding sequences (simulations, tooltips, and email triggers) defined in the Adoption Brief.
- Analysis & Iteration (The Feedback Loop)
- Friction Identification: Analyze telemetry data to find where users drop off. Distinguish between "UX friction" (it’s too hard to use) and "Value friction" (it’s not worth using).
- Facilitate Product Reviews: Lead the Post-Launch Review. Transform raw data into actionable insights for leadership, driving decisions to improve, pivot, or deprecate features. Validate & incorporate product investment decisions with adoption data.
- ROI & Value Realization: Connect feature adoption directly to business outcomes like Net Revenue Retention (NRR) and Time-to-Value (TTV) and cross-sell, upsell.
- Manage Qualitative Feedback Loops: Design and maintain structured processes to capture the "why" behind the telemetry, and package these insights into scalable reports for executive leadership.
- Telemetry Governance & Roadmap Influence: Establish a scalable, governed framework for consuming telemetry data. Goal is to democratize these insights so that ≥60% of SDLC roadmap prioritization across the R&D org is actively driven by customer usage and adoption data.
What You Will Bring to Coupa
- 3+ years in Product Ops, Customer Success Operations, or Product Management with a heavy emphasis on data-driven decision-making.
- Power-user experience with Product Analytics and Digital Adoption Platforms (e.g., Pendo, Mixpanel, Amplitude, or Gainsight PX).
- Ability to read/write basic SQL and understand event-tracking schemas (telemetry) for or SaaS and AI-native environments, including translating complex usage data (like AI token or credit consumption) into clear business metrics.
- The ability to tell a story with data moving beyond "what the numbers are" to "what we should do next."
- Flexibility to work to U.S timezone 3 days per week.
Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees.
Please be advised that inquiries or resumes from recruiters will not be accepted.
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