Key Account Manager (HR & Payroll Services)

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
  
  https://www.executiveplacements.com/Jobs/K/Key-Account-Manager-HR--Payroll-Services-1244734-Job-Search-12-05-2025-02-00-15-AM.asp?sid=gumtree