Desjardins personal advisor serving members and clients with tailored financial products and services. Building relationships, analyzing needs, and promoting integrated solutions.
About the role
- Emburse Solution Advisor guiding customers on Emburse’s configurable financial management software. Managing configurations, technical requests, projects and adoption across enterprise customer portfolios.
Responsibilities
- Manage a portfolio of ESA customers as a trusted technical and product advisor
- Develop understanding of customer configurations, business requirements and use of Emburse solutions
- Consult customers on product capabilities, configuration options and best practices
- Manage customer configuration changes, technical requests and projects from requirements gathering through delivery
- Translate customer requirements into product and configuration solutions
- Provide proactive guidance to optimize product use, adoption and value
- Facilitate requirements-gathering and solution-design discussions
- Configure Emburse products according to customer requirements and project scope
- Manage concurrent customer requests and priorities within service levels
- Communicate progress, deliverables, risks and timelines to customers
- Act as a technical product knowledge resource for colleagues
- Collaborate on training, testing and troubleshooting
- Partner with Customer Success Managers and internal teams to support customer health, retention and outcomes
- Support resolution of complex or escalated customer issues
- Contribute to continuous improvement of ESA processes, documentation and ways of working
- Develop product and technical knowledge through training, testing, research and collaboration
Requirements
- 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
- Strong technical aptitude with the ability to develop deep product and configuration expertise
- Strong consulting and problem-solving skills
- 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
- 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
- Bachelor's degree, relevant professional qualification and/or equivalent practical experience
- Legally allowed to work in Canada
- This role is not sponsorship eligible
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