Technical Account Manager

2 months ago

Hyderabad, India HighRadius Full time

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:


SAM 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

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