Director Support

HighRadius; Hyderabad; On-site; INR 11,363,636 - 14,204,545; Full time

Benefits offered by this job

Competitive salary

Fun-filled work culture

Equal employment opportunities

Opportunity with a pre-IPO Global SaaS Centaur

Job summary

Dormont Manufacturing Co is seeking a strategic Director of Premium Support to lead and scale their 'White-Glove' support team in Hyderabad, India. The chosen candidate will enhance the existing Premium Support function into a world-class operation overseeing 30-50 team members.

This pivotal role is not typical support; it involves managing high-stakes SaaS environments critical to clients' financial health, necessitating both technical and diplomatic skills.

Qualifications include 10+ years in Technical Support with proven leadership in scalable SaaS settings, strong communication abilities, and an understanding of finance workflows.

Qualifications

• 10+ years in Technical Support or Customer Success.
• 4+ years in a senior leadership role within SAS.
• Deep understanding of Order-to-Cash (OTC) cycle.

Responsibilities

• Act as the executive escalation point for top-tier clients.
• Ensure compliance with white-glove SLAs.
• Source and hire elite technical support engineers.

Skills

Technical Support Management

Customer Success Knowledge

SaaS Environment Experience

Communication Skills

Team Leadership

Scaling Operations

Job description

Job Summary

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.

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.

Key Responsibilities

Client Relationship & Excellence

• High-Touch Engagement: Act as the executive escalation point for our top-tier clients, building deep trust with CFOs and Global Process Owners.
• SaaS Advocacy: Navigate the complexities of a multi-tenant SaaS environment to ensure client-specific needs are met while maintaining product integrity.
• Service Delivery: Ensure 100% compliance with white-glove SLAs, providing sophisticated Root Cause Analysis (RCA) and long-term resolution strategies.

Leadership & People Development

• Talent Expansion: Source and hire elite technical support engineers and leads who understand both finance workflows and software architecture.
• Mentorship: Cultivate a culture of extreme ownership and technical excellence within the existing and growing team.
• Cross-functional Collaboration: Partner with Product, Engineering, and Professional Services to voice client needs and influence the product roadmap.

Required Qualifications

• 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.
• Domain Expertise: Deep understanding of the Order-to-Cash (OTC) cycle or Fintech/Accounting software.
• Scaling Success: Proven track record of expanding an operational support team into a large-scale organization (30+ people).
• Technical Acumen: Strong grasp of SaaS architecture, API integrations, and data flows.
• Communication: Exceptional “boardroom-ready” communication skills; able to translate technical issues into business impact for C-suite clients.

What You’ll Get

• Competitive salary.
• Fun-filled work culture (https://www.highradius.com/culture/)
• Equal employment opportunities.
• Opportunity to build with a pre-IPO Global SaaS Centaur.