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.

Desired Candidate Profile

Education background (+ certificates if any):

• Bachelor's degree in Computer Science, Information Systems, Software Engineering, Information Technology, Industrial Engineering, or any related field.