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