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Solutions Administrator, Extended Services-372 (Hybrid - Toronto, On)
Company | Emburse |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Software Development |
Expires | 2023-10-19 |
Posted at | 8 months ago |
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.
- Provide exceptional customer service to clients by phone, email and via web
- Responsible for managing multiple small projects and change requests from live customers
- Balance multiple concurrent projects within set workload expectations
- Consistently improve technical product knowledge through training, self-directed research and testing, and internal consultation
- Scope and manage custom change requests and create customer SOW documents
- Act as a primary or secondary resource on projects which are identified as sensitive, complex and/or strategic
- Consult with clients on best practices and use of Emburse products to meet their business requirements
- Assist customers in the role of Emburse Solution Administrator, providing all tasks included in the Service Guide, for small to medium sized customers
- Demonstrate proficiency with the product and translate client requirements to capabilities of the software
- 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
- Facilitate requirement gathering sessions and provide recommendations based on existing customer setups
- Act as training resource for new and existing Extended Services team members
- Assist in developing and updating change management processes, with a focus on increased efficiency and turn-around time
- Provide guidance and feedback for ongoing improvements and additions to internal processes
- Provide regular status updates on project deliverables and milestones through defined processes
- Configure the product to meet the needs and requirements of the client, according to the scope of the project
- Act as an internal technical product knowledge resource in collaborative training, testing and troubleshooting activities team members and cross-functionally
- Highly efficient in using Microsoft products with an emphasis on Excel
- Excellent business writing and verbal communication skills
- Bachelor's degree, college diploma in related field and/or equivalent experience
- Ability to manage multiple large initiatives and cases with minimal guidance
- Experience working with data to solve business problems/generating actionable insights
- Demonstrate strong communication and customer handling skills
- Ability to influence and be effective with the senior leadership team and the project management team
- Strong 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
- 5 years experience using or administrating database-driven workflow products and/or financial management software
- Proven ability to handle customer escalations and concerns
- Minimum 3 years experience working with Emburse products (or equivalent) within the area of responsibility preferred
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