Director Support
HighRadius
Hyderabad, Telangana, IndiaPosted 2 months ago
Skill Required
Customer Value
Key highlights
- Director-level role
- 10+ years of experience required
- Competitive salary
- Pre-IPO Global SaaS Centaur opportunity
Role overview
HighRadius is seeking a strategic, high-energy Director of Premium Support to lead and scale its 'White-Glove' support tier. This role involves evolving the established Premium Support offering into a world-class, large-scale operation supporting 30–50 team members. The position is not typical 'break-fix' support but focuses on managing high-stakes SaaS environments for the Order-to-Cash (OTC) suite, where SLAs are aggressive and client financial health is directly tied to performance. The ideal candidate is a scaler, technical strategist, and diplomat who thrives in client-facing, high-pressure situations.
Responsibilities
- Act as the executive escalation point for top-tier clients, building deep trust with CFOs and Global Process Owners.
- Navigate the complexities of a multi-tenant SaaS environment to ensure client-specific needs are met while maintaining product integrity.
- Ensure 100% compliance with white-glove SLAs, providing sophisticated Root Cause Analysis (RCA) and long-term resolution strategies.
- Source and hire elite technical support engineers and leads who understand both finance workflows and software architecture.
- Cultivate a culture of extreme ownership and technical excellence within the existing and growing team.
- Partner with Product, Engineering, and Professional Services to voice client needs and influence the product roadmap.
Requirements
- 10+ years in Technical Support or Customer Success, with at least 4 years in a senior leadership role (Director level) within a SaaS environment.
- Deep understanding of the Order-to-Cash (OTC) cycle or Fintech/Accounting software.
- Proven track record of expanding an operational support team into a large-scale organisation (30+ people).
- Strong grasp of SaaS architecture, API integrations, and data flows.
- Exceptional 'boardroom-ready' communication skills; able to translate technical issues into business impact for C-suite clients.
Benefits
- Competitive salary.
- Fun-filled work culture (https://www.highradius.com/culture/).
- Equal employment opportunities.
- Opportunity to build with a pre-IPO Global SaaS Centaur.
Additional details
- 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.