Senior Account Officer Job Riyadh area,Riyadh Region Saudi Arabia,IT/Tech

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 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 Service Now 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

Education background (+ certificates if any):
Bachelor's degree in Computer Science, Information Systems, Software Engineering, Information Technology, Industrial Engineering, or any related field.