Key Account Manager

Company Name - ZingHR

Location - Bengaluru

Work Experience - 7+ Years

Role Overview

We are looking for a dynamic and experienced Key Account Manager to manage and grow strategic client relationships within the HRMS domain. The role requires strong ownership of client accounts, driving customer satisfaction (CSAT), and identifying opportunities for upsell and cross-sell while ensuring seamless service delivery.

Key Responsibilities

• Client Relationship Management:
• Own and manage end-to-end relationships with key enterprise clients, ensuring high engagement, satisfaction, and retention.
• Account Growth (Upsell & Cross-sell):
• Identify and drive opportunities for upselling and cross-selling additional modules and services within existing accounts.
• Customer Success & CSAT Ownership:
• Proactively monitor account health, address gaps, and drive CSAT scores towards green through consistent engagement and value delivery.
• Escalation Management:
• Act as the primary point of contact for escalations, ensuring timely resolution and stakeholder communication.
• HRMS Client Handling:
• Manage clients within the HRMS/SaaS ecosystem, understanding workflows related to payroll, attendance, leave, and other HR operations.
• Cross-functional Collaboration:
• Work closely with Implementation, Product, Support, Sales, and Finance teams to ensure smooth delivery and issue resolution.
• Proactive Account Strategy:
• Maintain a strong pulse on client expectations, anticipate risks, and drive proactive interventions to improve overall experience.
• Governance & Reporting:
• Conduct regular business reviews, share performance insights, and track key metrics for continuous improvement.

Key Requirements

• 7–8+ years of experience in Key Account Management / Customer Success within the HRMS or SaaS industry
• Strong experience in HRMS client handling (Payroll, T&A, Leave, etc.)
• Proven track record in upselling and cross-selling within existing accounts
• Excellent client relationship management and stakeholder handling skills
• Hands-on experience in managing and resolving client escalations
• Ability to drive cross-functional collaboration across multiple teams
• Highly proactive, enthusiastic, and capable of maintaining the right pulse on client needs
• Strong focus on driving CSAT and customer retention