- Technical Account Managers (Internal Title - Emburse Solution Advisors) are trusted technical advisors to customers, providing ongoing product expertise, configuration support and strategic guidance to help customers maximise 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 the Emburse SaaS platform
- Serve as a Trusted Technical Advisor: Manage a dedicated portfolio of ESA clients, maintaining deep knowledge of their technical configurations, business requirements, and long-term platform goals
- Deliver Strategic Product Consulting: Guide clients on product capabilities, configuration options, and best practices to optimize adoption and maximize solution value
- Lead End-to-End Technical Projects: Manage configuration changes and technical requests from initial requirements gathering and solution design through to final delivery
- Configure Platform Solutions: Hands-on configure Emburse products in alignment with agreed client specifications, scope, and service levels
- Manage Workload & Priorities: Oversee multiple concurrent customer projects and technical requests, delivering high-quality results within agreed SLAs
- Maintain Transparent Communication: Provide regular, proactive updates to clients regarding project milestones, progress, timelines, and risk mitigation
- Provide Escalation & Troubleshooting Support: Coordinate across internal teams to troubleshoot and resolve complex technical issues and client escalations
- Partner Cross-Functionally: Collaborate closely with Customer Success Managers and internal stakeholders to drive account health, retention, and overall client success
- Act as an Internal SME: Serve as a technical product knowledge resource for colleagues, contributing to training, testing, and team knowledge sharing
- Drive Process Improvement: Contribute to the continuous optimization of ESA workflows, technical documentation, and delivery standards
- Maintain Continuous Technical Mastery: Proactively expand platform and product expertise through ongoing testing, research, and collaboration with internal subject matter experts
Benefits
- Flexible spending accounts
- Generous paid time off for every employee and flexible work schedules
- Paid leave for new parents
- Volunteering opportunities
- Health savings accounts (HSA)
- Medical, dental, vision, disability and life insurance plans
- Generous match to pre- or post-tax retirement savings accounts
- Financial planning services
- Program in partnership with eCornell to grow their knowledge and their careers
- Delicious supply of snacks and beverages
- Quarterly outings and Friday get-togethers to build a strong community at work
The role requires the ability to manage multiple customer priorities while building strong, long- term relationships and providing a consistently high level of serviceExcellent written and verbal communication skills, with the ability to explain complex technical concepts clearly to diverse audiencesUnderstanding of accounting processes, financial systems, and relevant terminology; basic knowledge of SQL is a plusBachelor’s degree (or equivalent practical experience) with proven experience in a customer-facing technical, SaaS consulting, implementation, or technical customer success roleMeticulous attention to detail with the technical aptitude to develop deep product mastery and navigate intricate system workflowsDemonstrated success managing multiple concurrent technical requests, customer projects, and shifting priorities while meeting SLAsStrong problem-solving and consulting skills, with a track record of setting expectations, handling customer concerns, and resolving technical escalationsProven ability to gather complex business requirements and translate them into effective product configurations and technical solutionsExceptional interpersonal skills with a history of partnering effectively across Support, Product, and Customer Success teamsBackground in financial management or Travel & Expense (T&E) management software is highly preferredHands-on experience with Microsoft Office (advanced Excel) and familiarity with enterprise tools like Salesforce, Jira, Confluence, and Zendesk preferredExperience configuring complex SaaS platforms and workflow softwareKeen awareness of how high-touch technical service drives platform adoption, customer value, retention, and expansion
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