Sr. Manager - Customer Solution Engineering (Indian Payroll)

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

• Function 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.

Cross-Functional Leadership

• 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.

Team Building & CoE Formation

• 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.

Metrics, Dashboards & Continuous Improvement

• 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.

What You Bring

• 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.

Bonus If You Have

• 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.