Technical Account Manager (Travel & Expense)

• 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 service
• Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly to diverse audiences
• Understanding of accounting processes, financial systems, and relevant terminology; basic knowledge of SQL is a plus
• Bachelor’s degree (or equivalent practical experience) with proven experience in a customer-facing technical, SaaS consulting, implementation, or technical customer success role
• Meticulous attention to detail with the technical aptitude to develop deep product mastery and navigate intricate system workflows
• Demonstrated success managing multiple concurrent technical requests, customer projects, and shifting priorities while meeting SLAs
• Strong problem-solving and consulting skills, with a track record of setting expectations, handling customer concerns, and resolving technical escalations
• Proven ability to gather complex business requirements and translate them into effective product configurations and technical solutions
• Exceptional interpersonal skills with a history of partnering effectively across Support, Product, and Customer Success teams
• Background in financial management or Travel & Expense (T&E) management software is highly preferred
• Hands-on experience with Microsoft Office (advanced Excel) and familiarity with enterprise tools like Salesforce, Jira, Confluence, and Zendesk preferred
• Experience configuring complex SaaS platforms and workflow software
• Keen awareness of how high-touch technical service drives platform adoption, customer value, retention, and expansion