Emburse Solution Advisor (ESA) - Extended Services
- Hybrid
- All customer & support jobs
- Full-Time
- Customer Success:
About the role
Role Overview
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.
Key Responsibilities
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Manage a portfolio of ESA customers, acting as a trusted technical and product advisor.
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Develop a strong understanding of each customer's configuration, business requirements and use of Emburse solutions.
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Consult with customers on product capabilities, configuration options and best practices to support their business requirements and long-term use of the platform.
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Manage customer configuration changes, technical requests and small to large projects from requirements gathering through to delivery.
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Translate customer requirements into appropriate product and configuration solutions.
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Provide proactive guidance to help customers optimize their use of Emburse products and identify opportunities to improve adoption and value.
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Facilitate requirements-gathering and solution-design discussions with customers and internal stakeholders.
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Configure Emburse products in line with agreed customer requirements and project scope.
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Manage multiple concurrent customer requests and priorities within agreed service levels and workload expectations.
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Provide regular and clear communication to customers on progress, deliverables, risks and timelines.
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Act as a technical product knowledge resource for colleagues and collaborate on training, testing and troubleshooting activities.
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Partner closely with Customer Success Managers and other internal teams to support customer health, retention and successful outcomes.
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Support the resolution of complex or escalated customer issues, coordinating across internal teams where required.
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Contribute to the continuous improvement of ESA processes, documentation and ways of working.
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Continuously develop product and technical knowledge through training, testing, research and collaboration with internal subject-matter experts.
Experience
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Experience in a customer-facing technical, consulting, implementation, customer success or similar SaaS role.
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Experience working with configurable software platforms, workflow solutions and/or financial management software is preferred.
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Experience managing multiple customer requirements, projects or technical requests simultaneously.
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Experience translating business requirements into practical technical or product solutions.
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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
