Emburse Solution Advisor

Who you are

• Experience in a customer-facing technical, consulting, implementation, customer success or similar SaaS role
• Experience working with configurable software platforms, workflow solutions and/or financial management software is preferred
• Experience managing multiple customer requirements, projects or technical requests simultaneously
• Experience translating business requirements into practical technical or product solutions
• Experience working with enterprise customers in the Travel & Expense management industry is advantageous
• Strong technical aptitude with the ability to develop deep product and configuration expertise
• Strong consulting and problem-solving skills, with the ability to understand customer requirements and recommend appropriate solutions
• Excellent written and verbal communication skills
• Strong customer-management skills, including the ability to manage expectations, concerns and escalations
• Ability to manage multiple priorities independently and organise workload effectively
• Strong attention to detail and ability to work through complex customer configurations
• Ability to collaborate effectively across Customer Success, Support, Product and other internal teams
• Commercial and customer awareness, with an understanding of how strong technical service contributes to customer value, retention and growth
• Knowledge of accounting systems, processes and terminology relevant to Emburse products is advantageous
• Strong Microsoft Office skills, particularly Excel
• Knowledge of JIRA, Confluence, Zendesk
• Basic knowledge of SQL helpful
• Bachelor's degree, relevant professional qualification and/or equivalent practical experience

What the job involves

• Emburse Solution Advisors (ESAs) are trusted technical advisors to customers, providing ongoing product expertise, configuration support and strategic guidance to help customers maximize the value of their Emburse solutions
• Working with a portfolio of customers, the ESA combines deep product knowledge with strong consulting and customer-management skills. They partner closely with Customer Success, Support, Product and other internal teams to understand customer requirements, recommend best-practice solutions, manage configuration and change requests, resolve complex issues and proactively identify opportunities to improve the customer's use of Emburse
• The role requires the ability to manage multiple customer priorities while building strong, long-term relationships and providing a consistently high level of service
• Manage a portfolio of ESA customers, acting as a trusted technical and product advisor
• Develop a strong understanding of each customer's configuration, business requirements and use of Emburse solutions
• Consult with customers on product capabilities, configuration options and best practices to support their business requirements and long-term use of the platform
• Manage customer configuration changes, technical requests and small to large projects from requirements gathering through to delivery
• Translate customer requirements into appropriate product and configuration solutions
• Provide proactive guidance to help customers optimize their use of Emburse products and identify opportunities to improve adoption and value
• Facilitate requirements-gathering and solution-design discussions with customers and internal stakeholders
• Configure Emburse products in line with agreed customer requirements and project scope
• Manage multiple concurrent customer requests and priorities within agreed service levels and workload expectations
• Provide regular and clear communication to customers on progress, deliverables, risks and timelines
• Act as a technical product knowledge resource for colleagues and collaborate on training, testing and troubleshooting activities
• Partner closely with Customer Success Managers and other internal teams to support customer health, retention and successful outcomes
• Support the resolution of complex or escalated customer issues, coordinating across internal teams where required
• Contribute to the continuous improvement of ESA processes, documentation and ways of working
• Continuously develop product and technical knowledge through training, testing, research and collaboration with internal subject-matter experts

Benefits

• Generous paid time off for every employee and flexible work schedules
• Volunteering opportunities
• Paid leave for new parents
• Medical, dental, vision, disability and life insurance plans
• Health savings accounts (HSA)
• Generous match to pre- or post-tax retirement savings accounts
• Financial planning services
• Flexible spending accounts
• Program in partnership with eCornell to grow their knowledge and their careers
• Quarterly outings and Friday get-togethers to build a strong community at work
• Delicious supply of snacks and beverages