Implementation at Brex 

The Implementation team is focused on onboarding net-new and existing customers to Empower, ensuring they have a delightful experience. The Implementation team is the face of Brex and is responsible for providing the customer with a unique and fresh experience as they transform their mundane expense management process into something more employee-focused and exciting. We are collaborative and supportive, working cross-functionally to provide the best experience possible and always putting the customer first. We focus on turning booked revenue into billed revenue through the process of implementing customers quickly and successfully. We have a culture where we support and lift each other up to build an authentic, inclusive environment where our team members can grow, shine, and make an impact. 

Where you’ll work

This role will be based in our Vancouver office. You must be willing to work in the office at least two days per week on Wednesday and Thursday. Employees can work remotely for up to four weeks per year.

We are a hybrid environment that combines the energy and connections of being in the office with the benefits and flexibility of working from home. As a perk, we also have up to four weeks per year of fully remote work!

What You’ll Do

The Implementation Consultant I role advises and guides customers, ensuring they launch Brex’s Empower platform successfully, driving wide adoption while consistently driving business value. Part coach, project manager, consultant, and product expert, our consultants are continually focused on helping our customers improve their financial workflows with Empower.  

Responsibilities

• Work closely with customers to discover their business needs and challenges and then coach them on the best ways to use Brex Empower to solve them
• Play an important role in scoping, consulting, implementing, and achieving customer outcomes with the Brex Empower platform 
• Partner with customers & project manage implementations and launches including confirming the project plan, mobilizing stakeholders, and tracking activities through implementation
• Follow best practices to drive spending activity throughout the implementation
• Configure, test, and validate the site with the customer to ensure the product fits their needs and functions as intended 
• Oversee the integration of the customer’s accounting software with the Brex Empower platform or partner with integration specialists and architects to scope the proper solution
• Build a strong relationship with the customer and practice setting expectations
• Work cross-functionally as a member of the Brex account team to deliver a smooth customer experience, including knowledge sharing and keeping our Sales and Customer Success partners informed on customer engagements
• Adapt quickly to product changes and limitations, and communicate these strategically to stakeholders
• Develop familiarity with the product roadmap and provide a supporting voice into future iterations of the product roadmap
• Build and execute a prioritization strategy for managing multiple high-touch customer relationships
• Provide change management planning to clients including guiding execution of their change management approach. Guide clients on their communication approach, training materials, and training execution, providing administrative and end-user training

Requirements 

• 3+ years of relevant work experience in a customer-facing role, preferably within a SaaS organization
• 1+ years of project management or consulting experience
• Experience building processes and programs that benefit customer outcomes 
• Comfort-leading customer engagements that may contain both technical and non-technical work streams
• Excellent communication skills, both with customers and within an organization
• Demonstrated ability to provide customized solutions to a variety of customers
• Ability to resolve issues and risks in a cross-functional and collaborative way.
• Strong sense of urgency in driving projects to completion while achieving the desired business outcomes.

Bonus Points

• Implementation experience in Financial, Expense Management, or ERP Software space
• Domain expertise in any of the following areas: General Ledger, Accounts Payable, Accounts Receivable, Billing, Expense Management, Travel, Procurement and Corporate Card Program

Compensation

The expected salary range for this role is $80,800 CAD - $101,000 CAD.  However, the starting base pay will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity. Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package.