Support Account Manager

About Us

HighRadius, a renowned provider of cloud-based Autonomous Software for the Office of the CFO, has transformed critical financial processes for over 800+ leading companies worldwide.Trusted by prestigious organizations like 3M, Unilever, Anheuser-Busch InBev, Sanofi, Kellogg Company, Danone, Hershey's, and many others, HighRadius optimizes order-to-cash, treasury, and record-to-report processes, earning us back-to-back recognition in Gartner's Magic Quadrant and a prestigious spot in Forbes Cloud 100 List for three consecutive years.

With a remarkable valuation of $3.1B and an impressive annual recurring revenue exceeding $100M, we experience a robust year-over-year growth of 24%. With a global presence spanning 8+ locations and a recent addition in Poland, we're in the pre-IPO stage, poised for rapid growth. We invite passionate and diverse individuals to join us on this exciting path to becoming a publicly traded company and shape our promising future.

Job Summary:

TAM is a trusted advisor and a strong customer advocate who is a highly skilled customer service professional with experience in program and project management skills. He/ She should have the combination of skill and experience in delivering upon their IT Strategy, overcome challenges and meet business goals. He/She will be instrumental in driving account stabilization with focused account engagement. TAM owns the ultimate responsibility of customer satisfaction by partnering with cross functional teams. He/ She is also the escalation point for any major or critical incidents which he owns and drive them to closure, personally.

Responsibilities: 

• Program management - Be customer-focused and in translating complex, technical issues into tangible solutions. Developing a deep technical understanding of their solution, sharing technical best practices.
• Problem management - Collaborating with customers on technical challenges while demonstrating a comprehensive knowledge of the Highradius is a primary responsibility of the role.
• Incident management - Act as a designated point of contact managing customers expectations through major incidents working with global support and Engineering teams.
• Escalation Management - Own and drive executive escalations to meaningful closure for the accounts he/she owns
• Work with HighRadius customers in support of their daily critical business operations
• Own and drive post-go-live account stabilization by closely working with consulting
• Identify Top problems driving more inflow and impacting customes and drive them to resolution.
• Proactively monitor systemic issues and communicate effectively with customer and support managers to resolve them.
• Partner with cross functional teams in helping customer on Release and Change readiness
• Essentially a team player with excellent collaboration skills, grit and time management skills

Requirements:

• 6-8 years professional experience, with at least 2 years of proven experience in Technical Account Management, Program management in Technical Support echo system supporting complex, data-driven web applications
• Experienced in enterprise-level client-facing work
• Strong logical, analytical and problem-solving skills 
• Excellent verbal and written communication skills
• Ability to become subject matter expert in HighRadius platform and products
• Self-sufficient and organized, with ability to effectively and independently lead efforts to manage complex customer issues and requests and escalations within a cross-functional team
• Strong sense of urgency and ownership for problem resolution.
• Familiarity with Cloud computing,SaaS applications, APIs and SQL
• Experience in Order to Cash/ Retail/ Customer Service segment is a plus 
• Bachelor’s degree in business, Computer Science, IT, Engineering or equivalent

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.