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.
• Maintain documented, tracked, and traceable account commitment controls.

Revenue Assurance and Commercial Governance

• Ensure client-incurred costs and allocated resources are approved and billed in a timely manner.
• Track, approve, and bill ad hoc client requests to prevent revenue leakage and write-offs.
• Prepare timesheets, chase approvals, apply daily rates, and convert approved timesheets into signed Delivery Notes.
• Reconcile Delivery Notes against client Purchase Orders and agreed rate cards, then provide signed packages to Finance.
• Maintain organized, audit-ready approval records.

Stakeholder and Escalation Management

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

Mobilization and Reporting

• Coordinate resource onboarding, client profile acceptance, written rate and SLA confirmation, and Iqama, GOSI, and WPS compliance documentation before billable work begins.
• 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 and feed account data into forecasting and 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 combined with operational services, billing, timesheet, or Delivery Note exposure is a strong plus.

Skills

• Working knowledge of timesheet, billing, and Delivery Note governance 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 SLA frameworks such as ISO/IEC 20000 or ITIL concepts is a plus.
• Native or fluent Arabic is preferred.