Strategic Customer Advocate

11 hours ago


Hyderabad, Telangana, India HighRadius Full time

About Us
HighRadius is a pioneering provider of cloud-based software solutions for the Office of the CFO, revolutionizing financial processes for over 800 leading companies worldwide. Renowned clients like 3M, Unilever, Anheuser-Busch InBev, Sanofi, Kellogg Company, Danone, Hershey's, and many others trust HighRadius to optimize order-to-cash, treasury, and record-to-report processes, securing back-to-back recognition in Gartner's Magic Quadrant and a prestigious spot in Forbes Cloud 100 List for three consecutive years.

We're valued at $3.1 billion with annual recurring revenue exceeding $100 million, experiencing robust year-over-year growth of 24%. Our global presence spans 8+ locations, with a recent addition in Poland, positioning us for rapid growth. We invite passionate individuals to join us on this exciting path to becoming a publicly traded company and shape our promising future.

Job Summary:

A SAM is a trusted advisor and strong customer advocate who is a highly skilled customer service professional with experience in program and project management skills. The ideal candidate should possess the combination of skill and experience in delivering upon their IT Strategy, overcoming challenges, and meeting business goals.

The role will be instrumental in driving account stabilization with focused account engagement. As a TAM, you'll own ultimate responsibility for customer satisfaction by partnering with cross-functional teams. You'll also serve as the escalation point for any major or critical incidents, personally owning and driving them to closure.

Key Responsibilities:

  • Program Management - Be customer-focused and translate complex technical issues into tangible solutions, developing a deep technical understanding of our solution and sharing technical best practices.
  • Problem Management - Collaborate with customers on technical challenges while demonstrating comprehensive knowledge of HighRadius.
  • Incident Management - Act as a designated point of contact, managing customer expectations through major incidents working with global support and engineering teams.
  • Escalation Management - Own and drive executive escalations to meaningful closure for the accounts you own.
  • Work closely with HighRadius customers in support of their daily critical business operations.
  • Own and drive post-go-live account stabilization by closely working with consulting teams.
  • Identify top problems driving more inflow and impacting customers, and drive them to resolution.
  • Proactively monitor systemic issues and communicate effectively with customers and support managers to resolve them.
  • Partner with cross-functional teams in helping customers with Release and Change readiness.

Requirements:

  • 6-8 years of professional experience, with at least 2 years of proven experience in Technical Account Management, Program Management in Technical Support ecosystems supporting complex, data-driven web applications.
  • Experience 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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