Sr. Manager - Customer Solution Engineering (Indian Payroll)
ConfidentialHyderabad / Secunderabad, Telangana30+ days ago
Job descriptionFunction as a Tier-2 escalation expert for high-complexity payroll issues. Collaborate with Support, Product, and Engineering to close the loop on recurring friction points. Contribute to building internal resolution protocols and solution templates. Relay ground-level insights to Product and influence roadmap decisions that improve Payroll UX, validations, and automation workflows. Represent the customer voice in internal prioritization and beta feedback loops. Be the founding member of Keka s Payroll CS Centre of Excellence. Mentor new hires, build training pathways, and codify knowledge into repeatable, scalable processes. Own the hiring blueprint and maturity model for this vertical. Track metrics like payroll adoption, reconciliation success rates, time-to-resolution, NPS, CSAT, and churn risk. Build dashboards to proactively flag red zones and engage high-risk accounts before they escalate. Feed these insights into automation journeys and self-serve modules. 4-6+ years in Payroll Implementation, Consulting, Customer Success, or Support in B2B SaaS or HRTech. Deep command over Indian payroll regulations, statutory calculations (PF, ESI, TDS, PT), and variant salary structures. Strong analytical acumen for reconciliation, retro-pay, and edge-case salary configs. Experience translating business requirements into scalable platform configurations. Proven ability to work with Product, Engineering, and CX teams to ship meaningful changes. Experience with SaaS platforms like Keka, Zoho People, GreytHR, Darwinbox, etc Exposure to digital CS motions : email cadences, in-app nudges, self-serve enablement. Familiarity with tools for ticketing, product usage analytics, and customer journey tracking.
Customer Engineering & Onboarding
- Serve as the Payroll Solution Architect during implementation, translating complex payroll configurations into product-ready structures.
- Engage hands-on with customers to resolve salary structures, PF / ESI / PT / TDS setups, and other statutory workflows.
- Act as the go-to expert for Payroll Reconciliations, handling YTD mismatches, retro pay, and edge-case exceptions.
- Ensure go-lives happen with clarity, compliance, and customer confidence.
Solutioning & Escalation Management
Cross-Functional Leadership
Team Building & CoE Formation
Metrics, Dashboards & Continuous Improvement
What You Bring
Bonus If You Have
Skills Required
Employee onboarding and orientation, Escalation Management, Solutioning, Leadership, Team Building
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Manager Engineering • Hyderabad / Secunderabad, Telangana
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