Implementation Specialist

Germany - Remote

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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 to enterprises. We have more than 16,000 clients and 9 million users globally.
Emburse has offices across North America, including Los Angeles, Montreal, Portland (ME), San Diego, San Francisco, and Toronto, as well as locations in the UK, Germany, Spain, and Australia.
Our core values - Sincerity, Empathy, Empowerment, Individuality, and Teamwork - reflect who we are as a company. They are central to the decisions we make and the interactions we have with our teams, customers, and partners. As a people-focused company, we are seeking candidates who align with our values.
Emburse is a proud recipient of a 2020 Tech Cares Award from TrustRadius and a 2020 IDC SaaS CSAT Award for Travel and Expense. These awards celebrate companies that have gone above and beyond to provide their communities, clients, and front-line workers with support during the COVID-19 pandemic. We are a people-first company, and this award is a testament to our mission to humanize work.
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This particular role will join our Chrome River European Implementation team. The position will be remote-based in either Germany, Spain, or the Netherlands serving the implementation of Chrome River software globally with a focus on European customers, especially those who require German language communication. This includes Expense Reporting, Invoice Management, and Purchase Order functionality. Implementation Specialists are Project Managers and technical experts who are responsible for the success of the implementation from the planning through configuration and rollout of the customer.

What you'll do:

  • 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 the web as well as in-person as applicable
  • 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
  • Plan and manage project timelines and activities
  • Document project requirements, status, and setup
  • Test and troubleshoot configuration with tracking and communication to all stakeholders internally and externally
  • Ensure customer satisfaction with the implementation process, timeline, and results
  • Cross-functionally collaborate with the Customer Success Management team to understand the client needs and requirements to ensure a timely and complete implementation process
  • Provide regular status updates on project deliverables and milestones through defined processes
  • 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

What we're looking for:

  • Bachelor's degree, college diploma in a related field, and/or equivalent experience
  • Language skill: at a minimum both written and spoken fluent, native level German; fluent English
  • Located in Germany, Spain, or the Netherlands
  • 3 years minimum of software implementation, customer service, and/or transferable experience
  • Minimum 3 years experience using or administrating CRM, database-driven workflow (project management) products, and/or financial management software 
  • Minimum 3 years experience external (customer-facing) project management experience required, in an Implementation Specialist I or II role or equivalent
  • Strong interpersonal skills including collaboration, negotiation, relationship building, and diplomacy using a positive, customer-focused attitude
  • Strong planning and organization skills with superb capabilities to manage multiple high priority projects simultaneously and successfully
  • Excellent communication skills (both verbal and written) to ensure all parties are informed of the implementation progress (both internally and externally)
  • Proficiency with business productivity software such as word processor and spreadsheet programs as well as presentation skills
  • Learner’s mindset with curiosity, drive, and ability to consistently improve knowledge and abilities
  • Proficiency with online web meeting presentation software
  • Strong knowledge of accounting systems, practices, and terminology as relevant to our product offerings
  • High-level knowledge of related software in the business area offered by partners, competitors, and/or with supported integrations to/from Emburse products ideally with a minimum 3 years experience demonstrating the same
  • Strong analytical and technical aptitude including experience with general database principles and processing
  • Willingness to work a flexible schedule and ability to travel as applicable (within COVID restrictions)
  • A passion for results as well as exceeding customer expectations and timelines with detail and quality in a fast-paced, demanding, and self-guided environment
  • The proven ability to listen to global customer needs and proactively offer them the right solutions for their programs and regions
  • PMP and/or Six Sigma Certification highly preferred
Emburse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Emburse complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment.
Job region(s): Europe
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