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:
- Provide solution support to the implementation team on complex requirements
- Architect solutions on larger, more complex projects
- Stay current on new product features and tools
- Promote best practice configuration and encourage customers and implementation staff to follow defined processes
- Work with managers and configuration team to decide whether customer requirements require configuration team assistance
- Host periodic QA solution meetings and attend others for implementation staff
- Recognize and report on situations that could become escalations (product or project related)
- Contribute content to knowledge base
- Act as a mentor for individuals in Implementation Specialist, Sr. Implementation Specialist and Consultant roles
- Provide guidance and feedback for ongoing improvements and additions to internal tools
- Serve as escalation point for Implementation Specialists and Consultants 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
- 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
What we're looking for:
- Bachelor's degree, college diploma in related field and/or equivalent experience Experience is required
- Minimum 8 years of consulting experience in a delivery organization
- Ability to manage large projects with minimal guidance
- Proven ability to handle customer escalations and concerns
- Ability to translate complex customer requirements into solutions that simplify configuration, administration and the end-user experience
- Recognized SME on multiple complex business area topics and relevant product configurations SME on all configuration tools and processes
- Hands-on knowledge of the project life-cycle
- 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
United Kingdom
