HighRadius Technical Program Manager

6 days ago


Hyderabad, Telangana, India HighRadius Full time

About the Job

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This role is ideal for a highly skilled customer service professional with experience in program and project management. The candidate should have a combination of skill and experience in delivering upon their IT Strategy, overcoming challenges and meeting business goals.

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The SAM (Support Account Manager) will be a trusted advisor and strong customer advocate who drives account stabilization with focused account engagement. They own the ultimate responsibility of customer satisfaction by partnering with cross-functional teams. The SAM is also the escalation point for any major or critical incidents that he/she owns and drives them to closure, personally.

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Job Specification:

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Designation: Support Account Manager

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Experience: 6 - 8 years of experience

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Work Location: Hyderabad

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Timings: 2:00 p.m. to 11:00 p.m. (US/Europe time zones)

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Key Responsibilities:

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  • Program management - Be customer-focused and translate complex technical issues into tangible solutions. Develop a deep technical understanding of the Highradius solution, sharing technical best practices.
  • Problem management - Collaborate with customers on technical challenges while demonstrating a comprehensive knowledge of the Highradius solution.
  • 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 owned. 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.
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Requirements:

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A Bachelor's degree in business, Computer Science, IT, Engineering or equivalent

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6-8 years of 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

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Experienced in enterprise-level client-facing work; Strong logical, analytical and problem-solving skills

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Excellent verbal and written communication skills

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Self-sufficient and organized, with the ability to effectively and independently lead efforts to manage complex customer issues, requests and escalations within a cross-functional team

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Identify Top problems driving more inflow and impacting customers and drive them to resolution

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Proactively monitor systemic issues and communicate effectively with customers and support managers to resolve them

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Partner with cross-functional teams in helping customers on Release and Change readiness

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An essentially team player with excellent collaboration skills, grit and time management skills

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What You'll Get

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Competitive salary

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Fun-filled work culture

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Equal employment opportunities

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Opportunity to build with a pre-IPO Global SaaS Centaur



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