Senior Account Officer
Takamol Holding
Date: 4 hours ago
City: Riyadh
Contract type: Full time
Job Description
Roles and Responsibilities
1- Manage client onboarding and activation, including onboarding plans, integration milestones, testing, and go-live readiness.
2- Ensure all commercial, contractual, and regulatory requirements are fulfilled before activating client services.
3- Coordinate with integration and technical teams to facilitate client API integration, resolve onboarding challenges, and ensure timely service activation.
4- Act as the primary point of contact for assigned clients, managing inquiries, technical support requests, and service-related issues throughout their lifecycle.
5- Maintain strong client relationships through regular communication, service updates, incident management, and timely resolution of client concerns.
6- Coordinate client communications related to planned maintenance, API updates, service enhancements, and technical changes.
7- Develop and maintain client onboarding records, integration documentation, support guides, and issue resolution knowledge bases.
8- Monitor and report KPIs related to client onboarding, activation timelines, API utilization, service performance, SLA compliance, and issue resolution.
9- Provide first-line technical support by investigating API errors, access issues, authentication failures, and integration challenges before escalating to technical teams.
10- Manage technical escalations, coordinate issue resolution with relevant teams, and ensure compliance with agreed Service Level Agreements (SLAs).
11- Proactively monitor client API usage, transaction volumes, error rates, and service performance to identify potential issues and ensure service continuity.
12- Identify unusual usage patterns, service interruptions, or declining transaction volumes and take proactive corrective actions in coordination with relevant teams.
13- Prepare regular client account reports and management updates covering service utilization, account health, operational challenges, and improvement opportunities.
14- Collaborate with product, commercial, integration, and technical teams to identify service improvements and enhance the overall client experience.
15- Ensure compliance with applicable data governance, cybersecurity, and regulatory requirements throughout client onboarding, service activation, and ongoing support.
16- Support the identification of client growth opportunities through usage analysis, service adoption monitoring, and coordination with the commercial team.
Experience
Job Requirements
Years of experience required: 2–4 years in Technical Account Management, API Integration Support, Technical Support, or B2B Technology Services.
Specific Requirements
Specific requirements (such as tools or programs) the candidates must be skilled in:
Roles and Responsibilities
1- Manage client onboarding and activation, including onboarding plans, integration milestones, testing, and go-live readiness.
2- Ensure all commercial, contractual, and regulatory requirements are fulfilled before activating client services.
3- Coordinate with integration and technical teams to facilitate client API integration, resolve onboarding challenges, and ensure timely service activation.
4- Act as the primary point of contact for assigned clients, managing inquiries, technical support requests, and service-related issues throughout their lifecycle.
5- Maintain strong client relationships through regular communication, service updates, incident management, and timely resolution of client concerns.
6- Coordinate client communications related to planned maintenance, API updates, service enhancements, and technical changes.
7- Develop and maintain client onboarding records, integration documentation, support guides, and issue resolution knowledge bases.
8- Monitor and report KPIs related to client onboarding, activation timelines, API utilization, service performance, SLA compliance, and issue resolution.
9- Provide first-line technical support by investigating API errors, access issues, authentication failures, and integration challenges before escalating to technical teams.
10- Manage technical escalations, coordinate issue resolution with relevant teams, and ensure compliance with agreed Service Level Agreements (SLAs).
11- Proactively monitor client API usage, transaction volumes, error rates, and service performance to identify potential issues and ensure service continuity.
12- Identify unusual usage patterns, service interruptions, or declining transaction volumes and take proactive corrective actions in coordination with relevant teams.
13- Prepare regular client account reports and management updates covering service utilization, account health, operational challenges, and improvement opportunities.
14- Collaborate with product, commercial, integration, and technical teams to identify service improvements and enhance the overall client experience.
15- Ensure compliance with applicable data governance, cybersecurity, and regulatory requirements throughout client onboarding, service activation, and ongoing support.
16- Support the identification of client growth opportunities through usage analysis, service adoption monitoring, and coordination with the commercial team.
Experience
Job Requirements
Years of experience required: 2–4 years in Technical Account Management, API Integration Support, Technical Support, or B2B Technology Services.
Specific Requirements
Specific requirements (such as tools or programs) the candidates must be skilled in:
- Proven experience in technical account management, API integration support, or client-facing technical operations.
- Strong understanding of REST APIs, HTTP status codes, JSON, API authentication, and API documentation (Swagger/OpenAPI).
- Hands-on experience with API testing and troubleshooting tools such as Postman or similar solutions.
- Ability to investigate technical issues through API logs, monitoring dashboards, and transaction analysis.
- Experience with service monitoring, incident management, SLAs, and technical escalation processes.
- Familiarity with service management tools such as Jira, ServiceNow, or similar platforms.
- Strong analytical, problem-solving, client relationship management, and communication skills.
- Ability to coordinate effectively with technical, product, and commercial teams.
- Strong documentation, reporting, and stakeholder management capabilities.
- Professional proficiency in Arabic and English.
- Experience in data monetization, API products, usage-based billing, or data governance is a plus.
- Knowledge of SQL, Power BI, or similar reporting tools is a plus.
- ITIL certification or equivalent service management qualification is a plus.
- Bachelor's degree in Computer Science, Information Systems, Software Engineering, Information Technology, Industrial Engineering, or any related field.
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