HighRadius

Compensation

Full Description

Position Summary: The Customer Experience Manager (CEM) is a pivotal role at HighRadius, responsible for driving adoption, satisfaction, and long-term value for a portfolio of our most strategic customers. You will act as a trusted business advisor and functional expert, ensuring clients are maximizing their investment in the HighRadius platform to achieve their desired business outcomes. Crucially, this is a business and functional partnership role, not a technical support position. Your focus will be on understanding customer accounts and guiding them on how to leverage our solutions to optimize their workflows. Key Responsibilities: Portfolio Management: Serve as the primary business and functional point of contact for a dedicated portfolio of HighRadius's top-tier enterprise customers, building deep and lasting relationships with key stakeholders, from process owners to executives. Strategic Advisement: Leverage deep Accounts Receivable (AR) domain expertise to understand customer challenges and proactively recommend best practices, process improvements, and functional solutions within the HighRadius platform. Value Realization: Conduct regular strategic business reviews to showcase the value realized, analyze key performance indicators (KPIs), and align with customer leadership on future goals and opportunities for growth. Consultative Engagement: Master the art of active listening and asking insightful, clarifying questions to uncover underlying business needs, potential risks, and opportunities for deeper platform adoption. Advocacy & De-escalation: Navigate and de-escalate complex customer situations with poise and precision. You will act as the customer's advocate within HighRadius, coordinating with internal teams to ensure timely resolution of functional (non-technical) inquiries and challenges.. Requirements: Experience: 5+ years of progressive experience within Accounts Receivable. Lead or Supervisory experience is preferred but not required. Domain Expertise: Demonstrated, in-depth knowledge of the Accounts Receivable (AR) and the broader Order-to-Cash (O2C) cycle. Direct experience in credit management, collections strategy, cash application, or deductions management is a significant advantage. Exceptional Communication: World-class customer-facing communication and presentation skills. You possess a natural talent for active listening, building executive rapport, and articulating complex concepts in a clear, concise manner. Thrives Under Pressure: Proven ability to manage high-pressure situations, think critically on the fly, and handle complex customer objections or concerns with a calm, methodical, and precise approach. Systems & Technology Fluency: Comfort navigating and discussing various enterprise systems and their business implications. Experience with HighRadius products or major ERPs (e.g., SAP, Oracle, NetSuite) is desired. Education: Bachelor's degree in Business, Finance, Accounting, or a related field. Perks & Benefits: Performance-based commission (for eligible roles) Competitive benefits, 401k matching plan, and wellness resources Opportunity to earn stock options for top-performers Paid parental leave Paid company & flex holidays ZINGy environment: quarterly events, team outings, and MORE!