Director Support at HighRadius

<p><strong>About Us</strong></p> <p>HighRadius provides a single Agentic AI platform for the Office of the CFO. It integrates 180+ agents that orchestrate end-to-end processes across&nbsp;<a href="https://www.highradius.com/software/order-to-cash/?ref=home">Order-to-Cash</a>, <a href="https://www.highradius.com/software/financial-close-and-reconciliation-software/">Close &amp; </a><a href="https://www.highradius.com/software/financial-close-and-reconciliation-software/">Reconciliation,&nbsp; </a><a href="https://www.highradius.com/software/financial-consolidation-and-reporting/">Consolidation &amp; Reporting</a>, <a href="https://www.highradius.com/software/accounts-payable/">Accounts Payable</a>, <a href="https://www.highradius.com/software/b2b-payments/">B2B Payments</a>, and <a href="https://www.highradius.com/software/treasury-risk/">Treasury</a>. 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 <a href="https://www.highradius.com/resources/customers/">more</a>. HighRadius has been consistently recognised as a <a href="https://www.highradius.com/resources/analyst-reports/">market leader</a> by Gartner, IDC, and Forrester.</p> <p><strong>Job Summary</strong></p> <p>HighRadius is seeking a strategic, high-energy Director of Premium Support to lead and scale our "White-Glove" support tier. As the dedicated leader for this function, you will take our established Premium Support offering and evolve it into a world-class, large-scale operation supporting 30–50 team members.</p> <p>This isn't typical "break-fix" support. You will be responsible for the Order-to-Cash (OTC) suite, managing high-stakes SaaS environments where SLAs are aggressive and the client’s financial health is directly tied to our performance. You are a scaler, a technical strategist, and a diplomat who thrives in client-facing, high-pressure situations.</p> <p><strong>Key Responsibilities:</strong></p> <p><strong>Client Relationship &amp; Excellence</strong></p> <ul> <li>High-Touch Engagement: Act as the executive escalation point for our top-tier clients, building deep trust with CFOs and Global Process Owners.</li> <li>SaaS Advocacy: Navigate the complexities of a multi-tenant SaaS environment to ensure client-specific needs are met while maintaining product integrity.</li> <li>Service Delivery: Ensure 100% compliance with white-glove SLAs, providing sophisticated Root Cause Analysis (RCA) and long-term resolution strategies.</li> </ul> <p><strong>Leadership &amp; People Development</strong></p> <ul> <li>Talent Expansion: Source and hire elite technical support engineers and leads who understand both finance workflows and software architecture.</li> <li>Mentorship: Cultivate a culture of extreme ownership and technical excellence within the existing and growing team.</li> <li>Cross-functional Collaboration: Partner with Product, Engineering, and Professional Services to voice client needs and influence the product roadmap.</li> </ul> <p><strong>Required Qualifications</strong></p> <ul> <li>Experience: 10+ years in Technical Support or Customer Success, with at least 4 years in a senior leadership role (Director level) within a SaaS environment.</li> <li>Domain Expertise: Deep understanding of the Order-to-Cash (OTC) cycle or Fintech/Accounting software.</li> <li>Scaling Success: Proven track record of expanding an operational support team into a large-scale organisation (30+ people).</li> <li>Technical Acumen: Strong grasp of SaaS architecture, API integrations, and data flows.</li> <li>Communication: Exceptional "boardroom-ready" communication skills; able to translate technical issues into business impact for C-suite clients.</li> </ul> <p><strong>What You’ll Get</strong></p> <ul> <li>Competitive salary.</li> <li>Fun-filled work culture (https://www.highradius.com/culture/)</li> <li>Equal employment opportunities.</li> <li>Opportunity to build with a pre-IPO Global SaaS Centaur.</li> </ul> <p>&nbsp;</p>