Summary
Takamol Holding is seeking a Senior Account Officer in Riyadh to manage client onboarding, API integration, service activation, and ongoing account support. The role coordinates with technical, product, integration, and commercial teams, investigates API and service issues, manages escalations, and monitors service performance and SLAs. Candidates should have 2–4 years of relevant experience, a bachelor’s degree in a related field, and professional proficiency in Arabic and English. Experience with API products, data governance, SQL, Power BI, or ITIL is an advantage.
The posting
As published on takamol.sa. Pulled from the employer's site and shown as they wrote it.
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, 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.
Education background (+ certificates if any):
- Bachelor's degree in Computer Science, Information Systems, Software Engineering, Information Technology, Industrial Engineering, or any related field.