Insight Advisor, Extended Services – Analytics & Reporting (Remote Eastern USA)

Emburse United States Full-time

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 and SMBs to enterprises such as Microsoft, Pinterest, Bosch, Bill & Melinda Gates Foundation, and Estee Lauder. We have more than 18,000 customers and 12 million users globally.
Extended Services Consultants as Emburse Insights Advisors are responsible for activating and configuring Emburse reporting tools for existing clients purchasing professional services. These activities include consultation to determine the best data visualization and reporting configurations for the client’s business needs and long-term usage of the software and include support of managed service offerings.  The Extended Services Consultant will have the primary responsibility to support Emburse Insight Advisor customers including understanding the customer’s data, recommending and creating visualizations generally and specifically to each customer, and adding new collateral to the library.  The Extended Services Consultant will maintain an ongoing relationship with the Emburse Insight Advisor customers, instilling trust and providing value.

What you’ll do:

  • Responsible for managing multiple small projects and change requests from live customers
  • Provide guidance and feedback for ongoing improvements and additions to internal tools 
  • Act as a training resource for new and existing Extended Services team members 
  • 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 sensitive, complex, and/or strategic 
  • Assist in developing and updating change management 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 visualization and reporting software 
  • Consistently improve technical product knowledge through training, self-directed research and testing, and internal consultation 
  • Facilitate requirement gathering sessions and provide recommendations based on existing customer data points
  • Consult with clients on best practices and use of Emburse products to meet their business requirements 
  • Scope and manage custom change requests and create customer SOW documents 
  • Configure the reporting and visualization product to meet the needs and requirements of the client, according to the scope of the project 
  • Provide regular status updates on project deliverables and milestones through defined processes 
  • Assist customers in the role of Emburse Insight Advisor, providing all tasks included in the Service Guide, for any size customer 
  • Balance multiple concurrent projects within set workload expectations
    • #LI-REMOTE
    #LI-LH1

What we’re looking for:

  • Bachelor’s degree, college diploma in a related field, and/or equivalent experience  
  • 5 years experience using or administrating database-driven workflow products and/or financial management software 
  • Minimum 5 years experience working with Emburse products (or equivalent) within the area of responsibility
  • Ability to manage multiple large initiatives and cases with minimal guidance 
  • Proven ability to handle customer escalations and concerns 
  • Experience working with data to solve business problems/generating actionable insights required 
  • 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 
  • Ability to influence and be effective with the senior leadership team and the project management team 
  • Ability to see the big picture, evaluate, and create efficient processes