Emburse Solution Advisor (ESA) - Extended Services

Key Responsibilities

• 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.

Experience

• 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.

Skills & Capabilities

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

Education

Bachelor's degree, relevant professional qualification and/or equivalent practical experience.

Work Environment

This job operates in a professional, open office environment.

Sponsorship

• This role is not sponsorship eligible
• Candidates need to be legally allowed to work in Canada