Director Support
Job description
About Us
HighRadius provides a single Agentic AI platform for the Office of the CFO. It integrates 180+ agents that orchestrate end-to-end processes across Order-to-Cash, Close Reconciliation, Consolidation Reporting, Accounts Payable, B2B Payments, and Treasury. HighRadius guarantees operational KPI improvements by mapping them to specific agents on the platform. With a 3-6 month go-live period, HighRadius drives value creation at 1300+ enterprises such as 3M, Unilever, Bristol-Myers Squibb Company, Red Bull, Lufthansa, and more. HighRadius has been consistently recognised as a market leader by Gartner, IDC, and Forrester.
Job Summary
HighRadius is seeking a strategic, high-energy Director of Premium Support to lead and scale our "White-Glove" support tier. As the dedicated leader for this function, you will take our established Premium Support offering and evolve it into a world-class, large-scale operation supporting 30–50 team members.
This isn't typical "break-fix" support. You will be responsible for the Order-to-Cash (OTC) suite, managing high-stakes SaaS environments where SLAs are aggressive and the client’s financial health is directly tied to our performance. You are a scaler, a technical strategist, and a diplomat who thrives in client-facing, high-pressure situations.
Key Responsibilities:
Client Relationship Excellence
- High-Touch Engagement: Act as the executive escalation point for our top-tier clients, building deep trust with CFOs and Global Process Owners.
- SaaS Advocacy: Navigate the complexities of a multi-tenant SaaS environment to ensure client-specific needs are met while maintaining product integrity.
- Service Delivery: Ensure 100% compliance with white-glove SLAs, providing sophisticated Root Cause Analysis (RCA) and long-term resolution strategies.
Leadership People Development
- Talent Expansion: Source and hire elite technical support engineers and leads who understand both finance workflows and software architecture.
- Mentorship: Cultivate a culture of extreme ownership and technical excellence within the existing and growing team.
- Cross-functional Collaboration: Partner with Product, Engineering, and Professional Services to voice client needs and influence the product roadmap.
Required Qualifications
- Experience: 10+ years in Technical Support or Customer Success, with at least 4 years in a senior leadership role (Director level) 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 organisation (30+ people).
- Technical Acumen: Strong grasp of SaaS architecture, API integrations, and data flows.
- Communication: Exceptional "boardroom-ready" communication skills; able to translate technical issues into business impact for C-suite clients.
What You’ll Get
- Competitive salary.
- Fun-filled work culture (https://www.highradius.com/culture/)
- Equal employment opportunities.
- Opportunity to build with a pre-IPO Global SaaS Centaur.
