Customer Success Manager (Key Accounts)

Role Overview

Key Account and Operational Governance

• Own end-to-end operational governance for multiple concurrent client accounts.
• Set up, track, and monitor SLAs for ongoing operational commitments.
• Establish structured controls so account commitments are documented, tracked, and traceable.

Revenue Assurance and Cost Control

• Ensure client-incurred costs and allocated resources are approved and billed promptly.
• Identify and close revenue-leakage gaps before they become write-offs.
• Track, approve, and bill every ad hoc client request.
• Maintain organized, audit-ready approval records.

T&M and Commercial Revenue Protection

• Own monthly timesheet preparation, approval follow-up, and daily-rate application.
• Convert approved timesheets into signed Delivery Notes matched to client Purchase Orders and agreed rate cards.
• Manage Delivery Note sign-off, reconcile packages to Purchase Orders, obtain signatures, and submit them to Finance on time.

Stakeholders and Escalations

• Connect client management and finance teams with internal Sales, Delivery, HR, and Finance teams.
• Translate operational issues into actionable terms for internal and client stakeholders.
• Act as the single point of contact for account queries and operational issues.
• Resolve billing disputes and service complaints and escalate unapproved costs for recovery.

Mobilization and Reporting

• Coordinate resource onboarding, including client profile acceptance, written rate and SLA confirmation, and Iqama, GOSI, and WPS documentation before billable work.
• Confirm system access, workspace, and working-time arrangements for onsite and offshore delivery before go-live.
• Maintain visibility of utilization, recovery days, and SLA attainment.
• Feed engagement data and lessons learned into capacity forecasting and future proposal costing.

Experience

• 6–10 years in client-facing IT services delivery, operational managed services, staffing or T&M operations, and operational account management.
• Demonstrated commercial accountability on live client engagements, including client acceptance and Delivery Note signing through client processes.
• Project or technical delivery management experience is acceptable when combined with operational services, billing, timesheet, or Delivery Note exposure.

Skills

• Comfort with timesheet, billing, and Delivery Note governance cycles and T&M revenue protection.
• Organized communication and stakeholder management across client and internal teams.
• Working knowledge of KSA labor compliance touchpoints, including Iqama, GOSI, WPS, and Qiwa.
• Familiarity with ISO/IEC 20000 or ITIL concepts is a plus.
• Native or fluent Arabic is preferred.