Consultant, Extended Services na Emburse

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 will you 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
• Act as an internal technical product knowledge resource in collaborative training, testing and troubleshooting activities team members and cross-functionally
• Act as a 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 are we looking for

Education:

• Bachelor's degree, college diploma in related field and/or equivalent experience

 

Experience:

• 2 years experience using or administrating database-driven workflow products and/or financial management software is preferred but not required

 

Required Skills:

• Ability to manage multiple initiatives and cases with minimal guidance
• Ability to handle customer escalations and concerns
• Demonstrate strong communication and customer handling skills
• Excellent business writing and verbal communication skills
• Knowledge of accounting systems, practices, and terminology as relevant to our product offerings (outbound files that load into accounting systems)
• Ability to see the big picture, evaluate, and create efficient processes
• Highly efficient in using Microsoft products with an emphasis on Excel