Senior Lead Implementation Consultant (UK)

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.

• 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
• #LI-LH1
• #LI-Remote

• 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