Functional Consultant

About the role

The will act as a critical bridge between complex SaaS products and diverse user needs, owning the entire lifecycle of functional support engagements. This role demands a person who thrives on deciphering intricate software landscapes and translating them into clear, actionable solutions for customers. The hire will be directly responsible for driving issue resolution from initial contact through to full closure, ensuring every interaction reinforces the company's trusted advisor status. Success in this position will be measured by the ability to handle sophisticated problems with empathy and efficiency while maintaining strict adherence to service standards. The consultant will continuously expand their knowledge base to address emerging use cases and contribute insights back to the support practice. This is a hands-on role where communication skills and a passion for process improvement are essential to elevate the customer experience. The individual in this position will partner closely with internal technical and product teams to influence future enhancements based on real-world feedback.

Key facts

What you'll do

• Provide dedicated product support for users of the HighRadius applications across the entire spectrum of functional inquiries.
• Own customer reported issues from initial logging through to final resolution while strictly adhering to defined Service Level Agreements.
• Deliver a delightful customer experience by actively partnering with both internal and external stakeholders to understand and address their unique requirements.
• Support and actively contribute to the development of best practices that standardize the delivery of HighRadius Support services.
• Understand and apply HighRadius application troubleshooting methodologies to ensure issues are resolved successfully and efficiently.
• Analyze complex business scenarios and translate them into detailed functional specifications that guide the technical implementation.
• Serve as the primary escalation point for difficult cases, leveraging deep product knowledge to drive investigations and communicate progress.
• Collaborate with product management and engineering teams to provide feedback based on real-world usage patterns and emerging needs.
• Mentor and guide less experienced team members to improve overall team performance and knowledge sharing.
• Maintain detailed records of all interactions, decisions, and resolutions to ensure transparency and enable continuous improvement.
• Proactively identify opportunities to streamline support processes and implement changes that enhance productivity and customer satisfaction.
• Represent HighRadius in external communications, ensuring that all interactions reflect the company's commitment to excellence and integrity.
• Participate in on-call rotations as required to provide timely support for critical issues impacting customers.
• Conduct regular reviews of support metrics and identify actionable insights to improve first-call resolution rates.
• Work closely with cross-functional teams to ensure alignment between product roadmaps and customer expectations.

Requirements

• Bachelor's degree in Information Technology, Computer Science, or a related field or equivalent practical experience.
• A minimum of 3 years of experience in a functional support or customer success role within a SaaS or enterprise software environment.
• Demonstrated ability to understand complex business processes and translate them into software functionality.
• Exceptional written and verbal communication skills with the ability to convey technical concepts to non-technical stakeholders.
• Strong analytical and problem-solving skills with a keen attention to detail and accuracy.
• Experience working with CRM or support ticketing systems such as Salesforce or Zendesk is mandatory.
• Proven track record of managing multiple priorities in a fast-paced environment while maintaining a high standard of work.
• Ability to work independently with minimal supervision and take full ownership of assigned tasks.
• Willingness to adapt to shifting priorities and changing business requirements in a dynamic startup environment.
• Commitment to maintaining a high level of professionalism and adherence to company policies and procedures.
• Must be legally authorized to work in India without requiring sponsorship at this time.
• Availability to work standard business hours as defined by the Hyderabad time zone.
• Willingness to travel occasionally for training or stakeholder meetings as required by business needs.

Nice to have

• Prior experience in accounts receivable, cash application, or order to cash processes is highly desirable.
• Familiarity with HighRadius products and the broader order-to-cash automation space.
• Experience supporting enterprise clients in a cloud-based subscription model.

Practical notes

• This is a permanent position based in Hyderabad, Telangana, India.
• The engagement requires adherence to standard business hours with flexibility for occasional after-hours support during critical escalations.
• Travel may be required occasionally for training sessions or in-person meetings with key customers.
• Visa sponsorship is not available for this role at the current time.
• Candidates must be able to start within a reasonable timeframe as defined by the hiring team.