Consultant, Implementation

Date Posted: Posted30+ days ago
Sydney NSW•Temporarily Remote

Job Description

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 to enterprises. We have more than 16,000 clients and 9 million users globally.
Emburse has offices across North America, including Los Angeles, Montreal, Portland (ME), San Diego, San Francisco, and Toronto, as well as locations in the UK, Germany, Spain, and Australia.

Our core values - Sincerity, Empathy, Empowerment, Individuality, and Teamwork - reflect who we are as a company. They are central to the decisions we make and the interactions we have with our teams, customers, and partners. As a people-focused company, we are seeking candidates who align with our values.
Emburse is a proud recipient of a 2020 Tech Cares Award from TrustRadius and a 2020 IDC SaaS CSAT Award for Travel and Expense. These awards celebrate companies that have gone above and beyond to provide their communities, clients, and front-line workers with support during the COVID-19 pandemic. We are a people-first company, and this award is a testament to our mission to humanize work.
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Implementation Consultants are responsible for activating and configuring Emburse software for new clients and 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; configuring the software through the user interface; configuring the software through back-end databases, scripts and via software tools; tracking, managing and providing regular updates on the progress of an implementation project; ongoing communication with client-side and internal stakeholders throughout the process.

What You'll Do

    • Responsible for implementing large and enterprise market clients (CER)
    • Act as a mentor for individuals in Implementation Specialist and Sr. Implementation Specialist roles
    • Provide guidance and feedback for ongoing improvements and additions to internal tools
    • Serve as escalation point for Implementation 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 implementation team members and existing Implementation Specialists
    • 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 higher-revenue, sensitive, complex and/or strategic
    • Assist in developing and updating important implementation 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
    • Participate in implementation client-facing kick-offs, requirement gathering sessions and configuration review meetings
    • Consult with clients on best practices for the implementation and use of Emburse products to meet their business requirements
    • Configure the product to meet the needs and requirements of the client, according to the scope of the project
    • Cross-functionally collaborate with the Customer Success Management team to understand the client needs and requirements to ensure a timely and complete implementation process
    • Provide regular status updates on project deliverables and milestones through defined processes
    • Balance multiple concurrent projects within set workload expectations
    • Participate as needed in the process surrounding technical escalations to development, which may include documentation, testing, progress tracking, and communication to internal and client-side stakeholders
    • #LI-LH1 #LI-REMOTE

What We're Looking For

    • Bachelor's degree, college diploma in related field and/or equivalent experience
    • Minimum 5 years of project management experience in a delivery organization, and experience leading or participating in a PMO team
    • Ability to manage large projects with minimal guidance
    • Proven ability to handle customer escalations and concerns
    • Hands-on knowledge of the project life-cycle
    • Fluency in understanding and communicating the value of our project management practices
    • Experience working with data to understand clients’ business needs and generating actionable insights
    • Demonstrate strong communication and customer handling skills
    • Strong knowledge of accounting systems, practices and terminology as relevant to our product offerings
    • Excellent business writing and verbal communication skills
    • Ability to exercise diplomacy and influence within the project management team and with clients
    • Ability to see the big picture, evaluate, and execute 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.

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