Customer Success Manager (Key Accounts)

About the Role
This role involves owning the day-to-day commercial and operational relationship for a portfolio of live Time & Material (T&M) and Managed Services client accounts. As a commercial and operational ownership role, the focus is on client relationships, billing, and SLA governance rather than project delivery. You will serve as the client's trusted operational point of contact, ensuring that the company’s revenue on every engagement is properly recovered while maintaining alignment with Sales, Finance, HR, and Technology.

Key Responsibilities

1. Key Account & Operational Governance

   • Own end-to-end operational governance for multiple concurrent client accounts.
   • Set up, track, and monitor SLAs for ongoing operational commitments distinct from project milestones.
   • Establish structured process controls to document, track, and trace commitments for every account.

2. Revenue Assurance & Cost Control

   • Ensure all costs incurred and resources allocated to the client are approved and billed timely.
   • Identify and address revenue-leakage gaps before they result in write-offs; track, approve, and bill all ad-hoc client requests.
   • Maintain an organized, audit-ready record of approvals.

3. T&M & Commercial Revenue Protection

   • Manage the monthly timesheet governance cycle including data preparation and approval chasing.
   • Convert approved timesheets into signed delivery notes in a timely manner, matching against client POs and the agreed rate card.
   • Oversee the Delivery Note sign-off cycle end-to-end; ensure reconciliations to PO, obtain client signatures, and submit to Finance punctually.

4. Cross-Functional Stakeholder Handling

   • Act as the link between client's management/finance teams and internal Sales, Delivery, HR, and Finance teams.
   • Translate operational issues into terms that stakeholders can act upon.
   • Build trust with both parties to be the first point of call for inquiries.

5. Operational Issue & Escalation Ownership

   • Serve as the single point of contact (SPOC) for daily account queries and operational issues.
   • Manage billing disputes and service complaints, ensuring seamless relationships before escalations.
   • Promptly escalate unapproved costs through the appropriate channels for resolution.

Additional Responsibilities

• Mobilization

  • Coordinate onboarding of new resources for live engagements, ensuring client acceptance of profiles and compliance documentation is completed before the first day of billable work.
  • Confirm delivery logistics are in place before go-live by working with HR and Technology.

• Reporting

  • Maintain real-time visibility of utilization, recovery days, and SLA attainment across the portfolio.
  • Contribute engagement-level data and lessons learned to capacity forecasting and future proposal costing.

Experience

• 6–10 years in a client-facing IT services delivery role involving operational managed services, staffing/T&M operations, and operational account management.
• Proven commercial accountability on live client engagements, including delivery acceptance and following client processes for Delivery Note signing.
• Background as a project or technical delivery manager is accepted if it includes experience with timesheet, operational services, and billing.

Skills

• Comfortable with timesheet, billing, and Delivery Note governance cycles; knowledgeable in protecting T&M revenue from leakage.
• Organized communicator capable of managing multiple internal and client-side stakeholders.
• Working knowledge of KSA labor compliance (Iqama, GOSI, WPS, Qiwa) to efficiently coordinate with HR.
• Familiarity with SLA frameworks (ISO/IEC 20000 or ITIL concepts) is advantageous but not mandatory.
• Native or fluent Arabic speaker preferred due to daily stakeholder interaction.