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Keka Technologies
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Sr. Manager - Customer Solution Engineering

Sr. Manager - Customer Solution Engineering

Keka Technologies

4 - 6 years

7 - 11 Lacs

Hyderabad

Posted:4 months ago| Platform:

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Skills Required

Ticketing Payroll Automation TDS Analytical Reconciliation Consulting Continuous improvement Analytics Team building

Work Mode

Work from Office

Job Type

Full Time

Job Description

we're hiring a Payroll Domain Expert to lead the charge in solving some of the most complex, nuanced payroll puzzles Indian SMBs throw at us. This is not a classic CS role.

you're a Player-Coach + Solution Architect who ll help customers transition from chaos to clarity during onboarding and post-go-live, and shape Keka s Payroll experience from the ground up.

you'll build a Payroll Customer Success Centre of Excellence (CoE) and lead a high-impact charter focused on solving implementation challenges, creating scalable playbooks, influencing product, and driving adoption.

This role reports to the SVP - Customer Experience and offers an opportunity to shape the future of Payroll experience at Keka.

What you'll Do

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.

Why Join Us

Build what doesn t exist yet - Own and scale Keka s first-ever Payroll CS CoE.
Solve high-impact problems - Directly shape the payroll experience for 10,000+ orgs.
Lead with autonomy - While being backed by a leadership team that bets on talent.
Get rewarded right - Competitive salary, performance-linked incentives, and robust benefits.
Work that matters - Flexible hours, a mission-first culture, and a team obsessed with excellence.Join Keka. Don t just do a job. Build a legacy.

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Sr. Manager - Customer Solution Engineering