Solutions Administrator, Extended Services

2 weeks ago

Toronto, Ontario, Canada Emburse Full time

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 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 #LI-LH1 #LI-Hybrid

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.

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