Key Account Manager

We are seeking an experienced Key Account Manager to oversee and nurture the relationship with one of our largest and most intricate corporate clients. This role is central to ensuring that our HR, people management, and payroll systems operate seamlessly and in alignment with contractual agreements.

You will serve as the primary day-to-day contact for the client, ensuring excellent service delivery, proactive issue resolution, and strong commercial stewardship of the account. This is a hands-on role that requires strong relationship management, excellent communication, and a structured approach to ticketing and SLA governance through Freshdesk.

Key Responsibilities

Client Relationship Management

• Act as the primary point of contact for all day-to-day client interactions.
• Build and maintain strong, trust-based relationships with key client stakeholders.
• Ensure client needs and expectations are understood, documented, and met.
• Lead regular check-ins, reviews, and operational meetings with the client.

Service & Ticket Management

• Manage and triage client tickets via Freshdesk, ensuring timely responses and resolutions.
• Monitor and report on SLA adherence, escalating risks or blockers to senior managers when required.
• Work closely with internal technical, development, and operations teams to resolve issues and maintain system functionality.
• Ensure issues and solutions are clearly communicated to the client.
• Perform root-cause analysis on client queries.
• Identify whether issues relate to user behaviour, data errors, configuration, or system defects.

System Functionality & Compliance

• Oversee the day-to-day performance of the HR/people management and payroll system for the client.
• Ensure system configuration and performance align with contractual obligations and agreed processes.
• Monitor compliance requirements and coordinate with relevant teams to address any gaps.

Commercial & Administrative Oversight

• Support billing processes, ensuring accuracy and timely delivery of invoices.
• Assist with budgeting, forecasting, and reporting on account performance.
• Identify opportunities for service improvements, value-added initiatives, and potential commercial expansion (upsell/cross-sell discussions in partnership with senior leadership).

Internal Collaboration

• Work closely with the Project Head and internal teams to provide visibility into account health, risks, and opportunities.
• Escalate systemic issues or client concerns to senior managers promptly and with clear context.

Key Performance Indicators

• Client satisfaction and relationship strength.
• SLA adherence and ticket resolution performance.
• Compliance with contractual and operational requirements.
• System performance and issue recurrence reduction.

Skills & Experience

Required

• Degree or diploma in HR, IT, Business, or related field.
• 3–5 years in HRMS/Payroll/HR or Client Management roles.
• Proven experience in account management, client services, or customer success — ideally managing complex or enterprise-level accounts.
• Strong understanding of HR and/or payroll systems or the ability to learn these domains quickly.
• Excellent communication, stakeholder management, and problem-solving skills.
• Ability to manage multiple streams of work with attention to detail.
• Experience with a ticketing platform (Freshdesk preferred).
• Comfortable in hybrid working arrangements with periodic travel.

Nice to Have

• Experience working in HR technology, payroll services, or SaaS environment.
• Experience reporting against SLAs or operational KPIs.

What We Offer

• A dynamic role working with one of our most strategic clients.
• Opportunities to collaborate closely with product, development, and service delivery teams.
• Supportive leadership and opportunities for career growth.