Director, Post Sales Operations

About Nue.io

What You’ll Own

India Post-Sales Operating Leadership

• Serve as the senior post-sales operating leader for Nue’s India team
• Build Nue’s India post-sales hub in Pune or Bangalore
• Establish the local operating cadence for India-based post-sales execution
• Create a strong team culture built on accountability, urgency, customer ownership, and clear communication
• Ensure India team members are integrated with North America Customer Success, Support, Product, Engineering, and Delivery teams
• Own day-to-day local leadership, coaching, team accountability, communication expectations, and operating discipline
• Help ensure India-based team members are productive, engaged, well-supported, and operating consistently with Nue’s expectations

Hybrid Leadership Across TAM and Support

• Manage India-based TAMs and Technical Support Engineers locally, ensuring they execute against the goals, priorities, playbooks, and quality standards defined by the relevant North America functional leaders
• Partner with the Director of Customer Success in North America to ensure India-based TAMs are effective, proactive, and aligned with customer success expectations
• Partner with the Senior Manager of Support in North America to ensure India-based Technical Support Engineers are executing with urgency, quality, and strong support discipline
• Reinforce functional standards, playbooks, and quality expectations defined by the North America CS and Support leaders
• Ensure feedback from North America functional leaders is incorporated into coaching, development, performance reviews, and team priorities
• Identify local team risks early, including communication gaps, workload issues, morale concerns, training needs, or operating blockers
• Ensure India is seen as an integrated extension of the customer organization, not a back-office or task execution team

Technical Account Management

• Lead India-based TAM resources responsible for post-go-live technical ownership, customer support, adoption support, and issue follow-through
• Ensure TAMs proactively identify customer risks, communicate clearly, and escalate issues early
• Help build strong handoffs from implementation to TAM / Support so customers are well supported after go-live
• Partner with North America Customer Success and Delivery leaders to ensure consistent customer experience across time zones
• Help customers adopt Nue successfully after implementation

Technical Support and Escalations

• Lead India-based Technical Support Engineers focused on quote-to-cash product support, issue investigation, and customer response
• Support customer escalations during North America off-hours
• Ensure issues are triaged quickly and clearly across configuration, implementation, product defects, integrations, data, and customer process
• Drive clear communication back to customers, North America leaders, and internal teams during high-pressure situations
• Ensure recurring issues are documented and shared with Product, Engineering, Customer Success, Support, and Delivery teams
• Help create a culture where risks are escalated early, not hidden until they become customer escalations

AI-Enabled Customer Operations

• Help operationalize AI-enabled workflows for support, TAM execution, documentation, knowledge management, issue triage, and customer communication
• Identify repeatable work that can be improved through AI agents, automation, templates, and playbooks
• Encourage the India team to use AI practically and responsibly to improve speed, quality, and consistency
• Partner with Product, Delivery, Support, and Customer Success leaders to reduce manual work and improve customer outcomes
• Help capture learnings from customer issues and turn them into reusable knowledge, support content, and process improvements

Recruiting and Local India Operations

• Partner with Nue recruiting and external recruiting partners to hire high-quality TAMs, Technical Support Engineers, and future post-sales team members
• Help screen, interview, assess, and close candidates in partnership with the relevant North America functional leaders
• Serve as Nue’s designated in-country people and culture representative for the India team, in partnership with global People Ops / HR
• Support onboarding, engagement, retention, performance feedback, and local team culture
• Help determine the right operating model across location, hybrid work, office space, collaboration rhythm, and team-building practices
• Build a cohesive India team even as we balance hybrid work, North America overlap hours, and distributed collaboration

Cross-Functional Partnership

• Partner closely with North America leaders across Customer Success, Support, Product, Engineering, Delivery, Sales, and Finance
• Provide clear updates on customer risks, escalations, hiring progress, team performance, and operating needs
• Ensure operating issues in India are surfaced early and resolved quickly
• Build trust across geographies through responsiveness, transparency, and strong execution
• Help translate North America expectations into effective India team execution

What You’ll Bring

• 10+ years of experience in post-sales, technical support, technical account management, customer delivery, professional services, solution consulting, or related functions
• Experience managing or leading customer-facing technical teams such as TAMs, Support Engineers, Technical Consultants, Solution Consultants, or similar roles
• Experience working in a matrixed global organization where functional standards, goals, or customer priorities may be owned by leaders in another geography
• Strong quote-to-cash domain understanding across CPQ, billing, subscription management, revenue operations, or related SaaS systems
• Ability to triage customer issues across configuration, implementation, product defects, integrations, data, and customer process
• Experience owning or supporting enterprise customer escalations
• Ability to operate hands-on in a fast-growing environment without relying on mature processes or heavy management layers
• Strong communication skills with North America customers, executives, and cross-functional teams
• Comfort working significant overlap with North America hours, especially during the first year
• Strong hiring, mentoring, coaching, and team-building capability
• Ability to build trust quickly across geographies and functions
• Practical curiosity around AI and how it can improve support, documentation, issue triage, and customer operations

Strong Plus

• Experience with Zuora, Salesforce CPQ, Conga / Apttus, NetSuite, Sage Intacct, QuickBooks, or other quote-to-cash / billing / finance platforms
• Experience with usage-based billing, revenue recognition, ERP integrations, tax systems, or complex subscription models
• Experience building or scaling an offshore / global support, TAM, delivery, or customer operations hub
• Experience in a high-growth SaaS company
• Experience building knowledge bases, support playbooks, implementation playbooks, or AI-assisted support workflows
• Experience working with North America SaaS customers

What Success Looks Like

• Initial India TAM and Technical Support team is hired, onboarded, and productive
• North America CS and Support leaders have clear ownership of functional goals, role expectations, and quality standards for India-based team members
• India-based TAMs and Technical Support Engineers consistently execute against the priorities and standards set by their North America functional leaders
• Performance feedback and development planning are jointly calibrated between the India Director and the relevant North America leader
• North America CS and Support leaders trust the India team as an extension of their organizations
• India-based TAMs and Technical Support Engineers are operating with urgency, quality, and clear communication
• Customer escalations are handled with more urgency, clearer communication, and better follow-through
• Technical issues are triaged more effectively across Support, Product, Engineering, Delivery, and Customer Success
• Repeatable support and post-go-live processes are documented and improved
• AI-enabled workflows begin reducing manual effort in support, documentation, and issue triage
• The India team has a strong culture of ownership, accountability, and collaboration
• The India operating model is working effectively across time zones, hybrid work, and North America coordination

Why Join Nue

• Help build Nue’s India post-sales hub from the ground up
• Work with some of the fastest-growing SaaS and AI companies in the world
• Be part of a company redefining quote-to-cash for modern SaaS businesses
• Build a team that will play a critical role in Nue’s global customer operations
• Help create a more AI-enabled, faster, and higher-quality model for customer support and post-sales execution
• Work in a high-energy, collaborative culture where strong ownership and practical problem-solving are valued

What We Offer:

• Competitive compensation and benefits that reward your talent and impact.
• Comprehensive health, vision, dental, and life insurance 
• A front-row seat in the Silicon Valley tech ecosystem, where you’ll work on cutting-edge challenges shaping the future of SaaS, finance, and payments.
• The opportunity to build truly groundbreaking products — your work won’t just support the business; it will influence how companies around the world monetize and grow.
• A high-energy, collaborative culture where smart, supportive teammates push each other to learn fast, think boldly, and do the best work of their careers.
• Room to grow, lead, and make your mark in a fast-scaling company that values creativity, ownership, and ambition.