Solutions Administrator, Extended Services -316 (Hybrid - Toronto, On)

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:

• Demonstrate proficiency with the product and translate client requirements to capabilities of the software
• 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
• Provide guidance and feedback for ongoing improvements and additions to internal processes
• Provide regular status updates on project deliverables and milestones through defined processes
• Act as an internal technical product knowledge resource in collaborative training, testing and troubleshooting activities team members and cross-functionally
• Balance multiple concurrent projects within set workload expectations
• Assist customers in the role of Emburse Solution Administrator, providing all tasks included in the Service Guide, for small to medium sized customers
• Act as a primary or secondary resource on projects which are identified as sensitive, complex and/or strategic
• Configure the product to meet the needs and requirements of the client, according to the scope of the project
• Responsible for managing multiple small projects and change requests from live customers
• Act as training resource for new and existing Extended Services team members
• Scope and manage custom change requests and create customer SOW documents
• 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
• Assist in developing and updating change management processes, with a focus on increased efficiency and turn-around time
• Consistently improve technical product knowledge through training, self-directed research and testing, and internal consultation
• Provide exceptional customer service to clients by phone, email and via web

What we're looking for:

• Ability to manage multiple large initiatives and cases with minimal guidance
• Strong knowledge of accounting systems, practices, and terminology as relevant to our product offerings (outbound files that load into accounting systems)
• Proven ability to handle customer escalations and concerns
• Experience working with data to solve business problems/generating actionable insights
• Highly efficient in using Microsoft products with an emphasis on Excel
• Demonstrate strong communication and customer handling skills
• Ability to influence and be effective with the senior leadership team and the project management team
• Bachelor's degree, college diploma in related field and/or equivalent experience
• Excellent business writing and verbal communication skills
• Minimum 3 years experience working with Emburse products (or equivalent) within the area of responsibility preferred
• 5 years experience using or administrating database-driven workflow products and/or financial management software
• Ability to see the big picture, evaluate, and create efficient processes

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.