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 tools
- 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
- Assist customers in the role of Emburse Solution Administrator, providing all tasks included in the Service Guide, for small to medium sized customers
- 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
- 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 required
- 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
- Proficiency with Emburse products within the area of responsibility (or equivalent) and minimum 3 years experience demonstrating the same
- 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
