Customer Success Manager

Job description

Role Overview Own the day-to-day commercial and operational relationship for a portfolio of live Time & Material (T&M) and Managed Services client accounts. This is a commercial and operational ownership role, distinct from project delivery; your focus is the client relationship, billing, and SLA governance, not project scope, requirements gathering, or technical delivery. You'll be the client's trusted operational point of contact, ensure the company's revenue on every engagement is properly recovered, and keep Sales, Finance, HR, and Technology aligned behind you. Key Responsibilities 1. Key Account & Operational Governance • Own end-to-end operational governance for a portfolio of multiple concurrent client accounts. • Set up, track, and monitor SLAs for ongoing operational commitments; this is different to project milestones. • Establish structured process controls that keep every account commitment documented, tracked, and traceable. 2. Revenue Assurance & Cost Control • Ensure all costs incurred to the client and resources allocated are approved by the client and billed in a timely manner. • Identify and close revenue-leakage gaps before they become write-offs; every ad-hoc client request gets tracked, approved, and billed. • Maintain an organized, audit-ready record of approvals so nothing falls through the cracks. 3. T&M & Commercial Revenue Protection • Own the monthly timesheet governance cycle: data preparation, approval chase, daily rate application. • Convert approved timesheets into signed deliver notes within timeline, matching against client Purchase Orders (POs) and the agreed rate card. • Manage the Delivery Note (DN) sign-off cycle end-to-end; reconcile to PO, obtain client signature, hand the signed DN package to Finance on time, every time. 4. Cross-Functional Stakeholder Handling • Be the connective tissue between the client's management/finance teams and our internal Sales, Delivery, HR, and Finance teams. • Translate operational issues into terms each internal stakeholder can act on, and vice versa. • Build enough trust on both sides that you're the first call, not the last resort. 5. Operational Issue & Escalation Ownership • Act as the single point of contact (SPOC) for day-to-day account queries and operational issues. • Own and resolve billing disputes, service complaints, and handle client before escalations by maintaining seamless relationship. • Escalate unapproved costs promptly through the right channel, ensuring they are resolved and recovered rather than absorbed. Additional Responsibilities Mobilization • Coordinate onboarding of new resources onto live engagements: client acceptance of profiles, rate/SLA confirmation in writing, and compliance documentation (Iqama, GOSI, WPS) completed before Day 1 of billable work by coordinating with HR. • Confirm onsite and offshore delivery logistics (system access, workspace, working-time framework) are in place before go-live, coordinating with HR and Technology as needed. Reporting • Maintain real-time visibility of utilization, recovery days, and SLA attainment across your portfolio. • Feed engagement-level data and lessons learned into capacity forecasting and future proposal costing

Requirements

• 6–10 years in a client facing IT services delivery of operational managed services, staffing/T&M operations and operational account management.
• Demonstrated commercial accountability on live client engagements
• client acceptance delivery, DN signing by following client processes, not purely project coordination.
• A background as a conventional project/technical delivery manager is not disqualifying
• if paired with genuine timesheet or operational services, billing, or Delivery Note exposure, this combination is a strong plus.
• Comfortable with timesheet, billing, and Delivery Note governance cycles
• understands how T&M revenue is protected from leakage.
• Street-smart, organized communicator who can manage multiple stakeholders (internal and client side) without losing track of commitments.
• Working knowledge of KSA labor compliance touchpoints (Iqama, GOSI, WPS, Qiwa) sufficient to coordinate with HR.
• Familiarity with SLA frameworks (ISO/IEC 20000 or ITIL concepts) is a plus, not a requirement.
• Native or fluent Arabic speaker preferred, given day-to-day client and stakeholder interaction

Skills