Account Partner

Giza Systems; Riyadh; On-site; SAR 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an Account Partner to lead customer support services in Riyadh. This role involves ensuring high customer satisfaction, managing critical incidents, and collaborating with sales teams to enhance service delivery. The ideal candidate will possess exceptional leadership and problem-solving skills, along with a strong commitment to quality standards. Join a dynamic team where your contributions will directly impact customer loyalty and business success. If you are passionate about delivering outstanding service and driving operational excellence, this opportunity is perfect for you.

Qualifications

• Strong leadership and management skills with a focus on team collaboration.
• Proficient in creating technical reports and ensuring customer satisfaction.

Responsibilities

• Ensure efficient delivery of customer support services and maintain high satisfaction.
• Oversee financial outcomes and monitor vendor performance for compliance.

Skills

Leadership

Communication

Problem-solving

Analytical Skills

Customer Satisfaction

Technical Reporting

Project Management Certification

ITIL Processes

Job description

# Account Partner

Job Description

Ensure the accurate and efficient delivery of customer support services, maintaining high levels of customer satisfaction. Achieve and maintain agreed profit margins while meeting all Service Level Agreement (SLA) commitments and fostering customer loyalty. Take full ownership of customer issues, managing them through to complete resolution. Collaborate with sales and presales teams on projects related to warranty, operations, and maintenance contracts—contributing to pricing, solution design, and service strategy to support increased sales and line-of-business margins. Oversee the financial and commercial outcomes of customer support services, ensuring profitability and sustainable service delivery. Adhere to established service processes and standards to ensure a consistent and high-quality customer experience. Serve as the escalation point for major and critical incidents, driving swift restoration of services and resolution of issues. Monitor vendor and supplier performance to ensure compliance with contractual obligations, especially regarding incident SLAs, root cause analysis, trend monitoring, and problem management. Review delivery partners' reports regularly and take corrective action as needed to address performance gaps or issues.

Personal Skills

• Very Good command of English
• Excellent communication and interpersonal skills
• Excellent leadership and management skills

Technical Skills

• Strong leadership and team management capabilities
• Exceptional problem-solving abilities
• Advanced technical expertise with a strong focus on customer satisfaction
• Excellent analytical skills and a commitment to high-quality standards
• Proficient in creating comprehensive and accurate technical reports
• Proactive decision-making and initiative-taking skills
• Certified in Project Management
• Solid understanding of ITIL processes and best practices

Additional Details

Job Location: Riyadh, Saudi Arabia

Job Role: Engineering

Residence Location: Egypt; Saudi Arabia