Senior Lead Implementation Consultant

Summary

Join our team as an Implementation Consultant and play a key role in activating and configuring Emburse software for our clients. You will consult with clients to determine optimal configurations, configure the software using various methods, manage implementation projects, and communicate effectively with stakeholders. This role requires strong technical skills, project management abilities, and excellent customer service. You will also mentor junior team members and contribute to process improvements. The position offers the opportunity to work remotely and leverage your expertise in a dynamic environment. You will be responsible for providing solution support, architecting solutions, and staying current on new product features.

Requirements

• Bachelor's degree, college diploma in related field and/or equivalent experience
• Minimum 8 years of consulting experience in a delivery organization
• Ability to manage large projects with minimal guidance
• Proven ability to handle customer escalations and concerns
• Ability to translate complex customer requirements into solutions that simplify configuration, administration and the end-user experience
• Recognized SME on multiple complex business area topics and relevant product configurations
• SME on all configuration tools and processes
• Hands-on knowledge of the project life-cycle
• 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

Responsibilities

• Provide solution support to the implementation team on complex requirements
• Architect solutions on larger, more complex projects
• Stay current on new product features and tools
• Promote best practice configuration and encourage customers and implementation staff to follow defined processes
• Work with managers and configuration team to decide whether customer requirements require configuration team assistance
• Host periodic Q&A solution meetings and attend others for implementation staff
• Recognize and report on situations that could become escalations (product or project related)
• Contribute content to knowledge base
• Act as a mentor for individuals in Implementation Specialist, Sr. Implementation Specialist and Consultant roles
• Provide guidance and feedback for ongoing improvements and additions to internal tools
• Serve as escalation point for Implementation Specialists and Consultants for product, process and best-practice questions beyond the scope of the Implementation Specialist’s knowledge and abilities
• Act as training resource for new implementation team members and existing Implementation Specialists
• 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 higher-revenue, sensitive, complex and/or strategic
• Assist in developing and updating important implementation 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
• Participate in implementation client-facing kick-offs, requirement gathering sessions and configuration review meetings
• Consult with clients on best practices for the implementation and use of Emburse products to meet their business requirements
• Configure the product to meet the needs and requirements of the client, according to the scope of the project
• Balance multiple concurrent projects within set workload expectations
• Participate as needed in the process surrounding technical escalations to development, which may include documentation, testing, progress tracking, and communication to internal and client-side stakeholders

Benefits

#LI-Remote