Siebel
Sonish Ali
Client Account Manager
Pune
Summary
Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.
Overview
2026
2026
years of professional experience
3
3
Languages
Work History
Client Account Manager
ADP
2023 - Current
- Managed a portfolio of 30–40 SMB clients with a combined annual value (CAV) exceeding $1M, serving as primary point of contact and strategic advisor.
- Drove client success through platform adoption, proactive issue resolution, and consultative support on payroll, tax, and compliance matters while maintaining high NPS scores.
- Partnered cross-functionally with Implementation, Sales, Product, and Technical teams to ensure seamless onboarding, integrations, migrations, and long-term engagement.
- Supported end-to-end payroll operations including tax processing, compliance management, reporting, and complex payroll calculations with high accuracy.
- Resolved system errors, performed log analysis, managed product configurations, user access/security controls, and time-off policy setups to ensure operational efficiency.
- Contributed to new client implementations and migration projects, ensuring smooth transitions and minimized business disruption.
New Hire Coach
ADP
2022 - Current
- Led onboarding and training programs for new hires in payroll and client service operations.
- Delivered structured training sessions on payroll processing, statutory compliance (PF, ESIC, PT, Income Tax), and ADP systems.
- Developed and maintained training materials, SOPs, job aids, and process documentation to ensure standardized learning.
- Conducted knowledge assessments, mock payroll runs, and certification evaluations to ensure readiness before go-live.
- Monitored trainee performance metrics including accuracy, SLA adherence, and productivity benchmarks.
- Provided one-on-one coaching and feedback sessions to bridge skill gaps and improve service quality.
Senior Client Service Representative
ADP
2021 - Current
- Managed end-to-end payroll processing for multiple global clients ensuring 100% accuracy and compliance with statutory regulations.
- Served as primary point of contact for enterprise clients, handling payroll queries, escalations, and service delivery concerns within SLA timelines.
- Coordinated with internal cross-functional teams (HR, Finance, Tax, and Technical Support) to resolve complex payroll discrepancies.
- Led client onboarding, payroll transitions, and parallel run processes ensuring smooth go-live execution.
- Maintained strong client relationships resulting in high retention rates and improved client satisfaction scores.
Vodafone Customer Care (Inbound Process) Australia
TECHM
2018 - 2020
- Strategic Customer Experience Management
- Technical Query Resolution & Conflict De-escalation
- Financial Operations & Revenue Growth Optimization
- Agile Team Leadership & Talent Onboarding
- Human-Machine Collaboration (AI Tools Mastery)
- Proactive Performance Ownership & SLA Accountability
- Cross-Functional Communication & Global Stakeholder Management
- Adaptive Problem-Solving & Rapid Technical Upskilling
Education
Master of Arts - English Literature
University of Pune
Pune, India 04.2001 -
Bachelor of Arts - English & Economics
University of Allahabad
Allahabad 04.2001 -
MBA - Banking And Finanace
NMIMS
Pune, India 04.2001 -
Skills
Analytical proficiency
Strategic issue identification Quality Audits
Payroll Coordination
HR & Payroll Data Management
NPS Improvement
Audit Support
Interdepartmental Communication
Process Improvement
SOP Adherence
Operational Efficiency
Software
Work Force
Work day applications
Timeline
Master of Arts - English Literature
University of Pune
04.2001 -
Bachelor of Arts - English & Economics
University of Allahabad
04.2001 -
MBA - Banking And Finanace
NMIMS
04.2001 -
Client Account Manager
ADP
2023 - Current
New Hire Coach
ADP
2022 - Current
Senior Client Service Representative
ADP
2021 - Current
Vodafone Customer Care (Inbound Process) Australia
TECHM
2018 - 2020