2 days ago
Senior Lead Implementation Consultant
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 Q&A 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
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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
