Offer summary

Qualifications:

Bachelor’s degree in Business Administration, Marketing, Technology, or a related field or equivalent experience., 3-5 years of experience in a customer support role, demonstrating success in managing SLAs and KPIs., Proficiency with office productivity software, such as Microsoft Office or Google’s business suite., Preferred: MBA or experience in Client Diligence activities and B2B SaaS industry..

Key responsabilities:

Maintain a record of all incoming requests and manage responses to client-specific portals.

Collaborate with functional teams and coordinate with subject matter experts to ensure timely completion of inquiries.

Track and report on metrics related to client inquiries and report to leadership on policy-related items.

Liaise with the legal team to ensure compliance with contract terms and manage the completion of various request types.

Job description

Who We Are:

At Emburse, you’ll not just imagine the future – you’ll build it. As a leader in travel and expense solutions, we are creating a future where technology drives business value and inspires extraordinary results.

The Client Diligence Specialist is responsible for supporting the customer success and support

teams by providing subject matter expertise on all aspects of supporting documentation

necessary to continue business operations. These documents include requests for Emburse

policies regarding: DEI (Diversity, Equity, Inclusiveness), ESG (Environmental, Sustainability,

Governance), Financial standing and Information Security. The position will be responsible for

establishing a process by which the Customer Success, Customer Support and other internal

customers can request assistance when responding to our customer base.

In this role, you'll be the back-office support to the customer facing teams at Emburse, becoming a

Subject Matter Expert in various aspects of the Emburse business as well as owner of the process

through which metrics will be captured and SLAs provided. As Emburse continues to grow, the

increasing demands on this role may require future expansion of a team, implementation of new

tools, and continued improvement of our internal processes.

What you'll do:

Request Management:

o Maintain a record of all incoming requests, including status through completion, for customer questions and questionnaires.

o Manage the upload of responses to client-specific portal platforms.

o Keep clients apprised of their inquiry status.

o Take a first pass on answers and redirections to the trust center.

Collaboration and Coordination:

o Support the broader Client Due Diligence team, a matrixed group of SMEs.

o Collaborate with functional teams across the organization.

o Coordinate with subject matter experts (SMEs) on time, following up when necessary and through completion.

Content Management:

o Aid content managers in maintaining RFP and Safebase databases by contacting respective SMEs.

o Flag expired content where applicable and ensure consistency across content.

o Maintain and update knowledge base to efficiently respond to repeated questions.

o Build and maintain templates for recurring questionnaires, ensuring populated content is up-to-date and appropriately answers each question.

Reporting and Metrics:

o Track and report on metrics (net number of inquiries, new client, existing client).

o Report to leadership on items for which there is no policy.

Legal Compliance:

o Liaise with the legal team to ensure adherence to contract terms.

Questionnaire Handling:

o Responsible for the timely completion of various request types, including Environment Social Governance (ESG).

Education and Experience

Required: A minimum of a Bachelor’s degree in Business Administration, Marketing, Technology, or a related field or equivalent experience.

Preferred: MBA or other similar business related degree

Required: A Minimum of 3-5 years of experience in a customer (internal or external) support role

Demonstrated success in establishing internal processes and managing SLAs and KPIs related to the process

Prior experience with partnering with ELT and other senior leaders to clarify and refine internal policies and procedures

Proficiency with office productivity software, such as Microsoft Office or Google’s business suite of software

Preferred: Experience with Client Diligence activities

Prior experience in B2B SaaS industry.

Why Emburse?

Finance is changing—and at Emburse, we’re leading the way. Our AI-powered solutions help organizations eliminate inefficiencies, gain real-time visibility, and optimize spend—so they can focus on what’s next, not what’s slowing them down.

• A Company with Momentum – We serve 12M+ users across 120 countries, helping businesses modernize

their finance operations.

• A Team That Innovates – Work alongside some of the brightest minds in finance, tech, and AI to solve real-

world challenges.

• A Culture That Empowers – Competitive pay, flexible work, and an inclusive, collaborative environment that

supports your success.

• A Career That Matters – Your work here drives efficiency, innovation, and smarter financial decision-making

for businesses everywhere.

Shape your future & find what’s next at Emburse.

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.

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