Senior Account Officer

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.