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Director

Director Support

HighRadiusĀ·Posted 1 month ago

Location

All India, Hyderabad

Experience

10ā€“14 years

Required Skills

Technical SupportFintechAccounting softwareCommunication skillsCustomer SuccessSaaS environmentOrdertoCash OTC cycleSaaS architectureAPI integrationsData flows

About the Role

As a Director of Premium Support at HighRadius, you will lead and scale the "White-Glove" support tier for the Order-to-Cash (OTC) suite in high-stakes SaaS environments. Your role will involve managing client relationships, ensuring service delivery excellence, and developing a high-performing team. Your specific responsibilities include:

  • ā€¢ Client Relationship & Excellence - Act as the executive escalation point for top-tier clients, building trust with CFOs and Global Process Owners. - Navigate the complexities of a multi-tenant SaaS environment to meet client-specific needs while upholding product integrity. - Ensure 100% compliance with white-glove SLAs, providing sophisticated Root Cause Analysis (RCA) and long-term resolution strategies.

  • ā€¢ Leadership & People Development - Source and hire elite technical support engineers and leads with expertise in finance workflows and software architecture.

    • - Cultivate a culture of extreme ownership and technical excellence within the team.
    - Collaborate with Product, Engineering, and Professional Services to advocate for client needs and influence the product roadmap.

    Required Qualifications - Experience: 10+ years in Technical Support or Customer Success, including 4 years in a senior leadership role within a SaaS environment. - Domain Expertise: Deep understanding of the Order-to-Cash (OTC) cycle or Fintech/Accounting software. - Scaling Success: Proven track record of expanding an operational support team into a large-scale organization (30+ people). - Technical Acumen: Strong grasp of SaaS architecture, API integrations, and data flows. - Communication: Exceptional communication skills to translate technical issues into business impact for C-suite clients.
    In addition to these responsibilities and qualifications, you will have the opportunity to work in a competitive salary environment with a fun-filled work culture, equal employment opportunities, and the chance to contribute to a pre-IPO Global SaaS Centaur at HighRadius. As a Director of Premium Support at HighRadius, you will lead and scale the "White-Glove" support tier for the Order-to-Cash (OTC) suite in high-stakes SaaS environments. Your role will involve managing client relationships, ensuring service delivery excellence, and developing a high-performing team. Your specific responsibilities include:

  • ā€¢ Client Relationship & Excellence - Act as the executive escalation point for top-tier clients, building trust with CFOs and Global Process Owners.

    • - Navigate the complexities of a multi-tenant SaaS environment to meet client-specific needs while upholding product integrity.
    - Ensure 100% compliance with white-glove SLAs, providing sophisticated Root Cause Analysis (RCA) and long-term resolution strategies.

  • ā€¢ Leadership & People Development - Source and hire elite technical support engineers and leads with expertise in finance workflows and software architecture.

    • - Cultivate a culture of extreme ownership and technical excellence within the team.
    - Collaborate with Product, Engineering, and Professional Services to advocate for client needs and influence the product roadmap.

    Required Qualifications - Experience: 10+ years in Technical Support or Customer Success, including 4 years in a senior leadership role within a SaaS environment. - Domain Expertise: Deep understanding of the Order-to-Cash (OTC) cycle or Fintech/Accounting software. - Scaling Success: Proven track record of expanding an operational support team into a large-scale organization (30+ people). - Technical Acumen: Strong grasp of SaaS architecture, API integrations, and data flows. - Communication: Exceptional communication skills to translate technical issues into business impact for C-suite clients.

    In addition to these responsibilities and qualifications, you will have the opportunity to work in a competitive salary environment with a fun-filled work culture, equal employment opportunities, and the chance to contribute to a pre-IPO Global SaaS Centaur at HighRadius.

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