What are the responsibilities and job description for the Client Experience Manager position at HighRadius?
Position Summary
The Client 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
The Client 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..
- 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.
- 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!