Consultant - Extended Services
EmburseJob Summary
At Emburse, we're transforming corporate expense management by automating manual tasks and saving users' time. Our solutions are tailored for companies from start-ups to enterprises, with over 18,000 customers and 12 million users globally. As an Extended Service Consultant, you'll manage multiple projects, provide guidance and feedback, and assist in developing change management processes. You'll work with a talented team, utilize database-driven workflow products, and demonstrate strong communication skills. With a focus on efficiency and customer satisfaction, Emburse provides equal employment opportunities to all employees and applicants. By joining our team, you'll have the opportunity to shape the future of corporate expense management and make a meaningful impact.
At Emburse our mission is to help make our users’ lives – and their businesses – better. We are dramatically transforming how organizations manage corporate expenses and invoices. We humanize work by automating manual tasks and saving users’ time, so they can focus on what matters most – their family, community, or more rewarding work. We help CFO’s give their employees a simple and amazing experience while ensuring compliance and reducing costs. Our solutions are tailored for companies from start-ups and SMBs to enterprises such as Microsoft, Pinterest, Bosch, Bill & Melinda Gates Foundation, and Estee Lauder. We have more than 18,000 customers and 12 million users globally.
Extended Service Consultants are responsible for activating and configuring Emburse software for existing clients purchasing professional services. These activities include consultation to determine the best configurations for the client’s business needs and long-term usage of the software and may include support of managed service offerings.
What you'll do:
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
What we're looking for:
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
Minimum 3 years experience working with Emburse products (or equivalent) within the area of responsibility preferred
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
Emburse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Emburse complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment.
