Customer Success Manager (Key Accounts)
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Key skills for this role
Role Overview
Own the day-to-day commercial and operational relationship for a portfolio of live Time and Material and Managed Services client accounts.
The role focuses on client relationships, billing, revenue recovery, and SLA governance rather than project scope, requirements gathering, or technical delivery.
Serve as the trusted operational point of contact and coordinate Sales, Finance, HR, Delivery, and Technology stakeholders.
Key Skills for This Role
Full Job Posting
Role Overview
Own the day-to-day commercial and operational relationship for a portfolio of live Time and Material and Managed Services client accounts.
The role focuses on client relationships, billing, revenue recovery, and SLA governance rather than project scope, requirements gathering, or technical delivery.
Serve as the trusted operational point of contact and coordinate Sales, Finance, HR, Delivery, and Technology stakeholders.
Key Responsibilities
- Own operational governance for multiple concurrent client accounts and monitor ongoing SLAs.
- Maintain structured controls so account commitments are documented, tracked, and traceable.
- Ensure client-approved costs and allocated resources are billed promptly and prevent revenue leakage.
- Govern monthly timesheets, apply daily rates, and convert approved timesheets into signed Delivery Notes.
- Reconcile Delivery Notes to purchase orders and rate cards and provide signed packages to Finance.
- Handle client and internal stakeholder coordination, billing disputes, service complaints, and operational escalations.
Mobilization and Reporting
- Coordinate onboarding of resources, including client profile acceptance, written rate and SLA confirmation, and Iqama, GOSI, and WPS compliance documentation.
- Confirm onsite and offshore delivery logistics, system access, workspace, and working-time arrangements before go-live.
- Maintain visibility of utilization, recovery days, and SLA attainment across the account portfolio.
- Provide engagement data and lessons learned for capacity forecasting and future proposal costing.
Experience and Skills
- 6–10 years of experience in client-facing IT services delivery, managed services, staffing or T&M operations, and operational account management.
- Demonstrated commercial accountability for client acceptance, Delivery Note signing, billing, and revenue protection.
- Strong capability in timesheet, billing, Delivery Note, SLA, and stakeholder governance.
- 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 for client and stakeholder interaction.
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