Consultant, Extended Services

Summary

Join Emburse as an Extended Service Consultant and play a key role in activating and configuring our software for existing clients. You will manage multiple small projects and change requests, provide guidance on internal process improvements, and serve as an escalation point for product and process questions. This role requires strong technical product knowledge, excellent customer service skills, and the ability to translate client requirements into software capabilities. You will also contribute to developing and updating change management processes and collaborate with cross-functional teams. The ideal candidate possesses a Bachelor's degree or equivalent experience, along with 5 years of experience in database-driven workflow products and 3 years with Emburse products. Emburse offers a dynamic work environment and a competitive benefits package.

Requirements

• Bachelor's degree, college diploma in related field and/or equivalent experience
• 5 years experience using or administrating database-driven workflow products and/or financial management software
• Ability to manage multiple large initiatives and cases with minimal guidance
• Proven ability to handle customer escalations and concerns
• Experience working with data to solve business problems/generating actionable insights
• Demonstrate strong communication and customer handling skills
• Excellent business writing and verbal communication skills
• Strong knowledge of accounting systems, practices, and terminology as relevant to our product offerings (outbound files that load into accounting systems)
• Ability to influence and be effective with the senior leadership team and the project management team
• Ability to see the big picture, evaluate, and create efficient processes
• Highly efficient in using Microsoft products with an emphasis on Excel

Responsibilities

• Responsible for managing multiple small projects and change requests from live customers
• Provide guidance and feedback for ongoing improvements and additions to internal processes
• Serve as escalation point for Extended Services Specialists for product, process and best-practice questions beyond the scope of the Implementation Specialist’s knowledge and abilities
• Act as training resource for new and existing Extended Services team members
• Act as an internal technical product knowledge resource in collaborative training, testing and troubleshooting activities team members and cross-functionally
• Act as a primary or secondary resource on projects which are identified as sensitive, complex and/or strategic
• Assist in developing and updating change management processes, with a focus on increased efficiency and turn-around time
• Provide exceptional customer service to clients by phone, email and via web
• Demonstrate proficiency with the product and translate client requirements to capabilities of the software
• Consistently improve technical product knowledge through training, self-directed research and testing, and internal consultation
• Facilitate requirement gathering sessions and provide recommendations based on existing customer setups
• Consult with clients on best practices and use of Emburse products to meet their business requirements
• Scope and manage custom change requests and create customer SOW documents
• Configure the product to meet the needs and requirements of the client, according to the scope of the project
• Provide regular status updates on project deliverables and milestones through defined processes
• Balance multiple concurrent projects within set workload expectations

Preferred Qualifications

Minimum 3 years experience working with Emburse products (or equivalent) within the area of responsibility preferred

Benefits

• Competitive pay
• Flexible work
• An inclusive, collaborative environment that supports your success