Account Manager

5 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia AstroLabs Full time

Who We Are

AstroLabs is the Gulf's leading business expansion platform, helping high-growth companies establish and grow in Saudi Arabia and the UAE. We provide end-to-end solutions including business setup, entity management, compliance and ongoing operational support to enable a seamless market entry and foster sustainable business growth. As we continue to scale, we need a proactive, experienced team lead to drive excellence across our post company setup operations, ensuring we deliver a world-class experience for every HR, PRO & GRO client.

Why We're Hiring

With over 1,700 companies established, 200+ active companies in our coworking spaces and private offices in Riyadh, and 200+ clients supported on an ongoing basis with our HR, PRO & GRO services in Saudi Arabia, our post setup operations are critical to delivering an exceptional customer experience and continued growth of our client portfolio.

We're looking for an Account Manager, HR, GRO, PRO for the rapidly scaling Post Setup business line within AstroLabs Business Growth Solutions, where we support the long-term growth of leading companies in the Gulf. Our Post Setup business line is based out of our coworking space in Riyadh, a thriving business hub with 200+ companies.

Our specialized, on the ground team have streamlined regulatory compliance, from the renewals of company licenses and documentation to Saudization and governmental portal management. We also offer HR and PRO services to take care of the administrative needs of our clients as they scale in the Kingdom. The delivery of such client services is one of the most important aspects of the companies' business journeys and directly impacts their operations and growth in KSA.

Our Account Manager, HR, GRO, PRO should be an experienced operations and customer excellence professional with a track record of managing a portfolio of clients successfully. The role involves managing a diverse client portfolio, ensuring smooth regulatory compliance, and supporting business growth through HR, PRO, and GRO services. Key responsibilities include license renewals, Saudization, and government portal management. You will play a crucial role in client success, directly impacting their operations and growth in KSA.

We need an experienced professional who can independently handle complex accounts, is detail-oriented, process-driven, and excels in customer service. Strong customer experience and sales skills are essential for building client relationships, promoting retention, and driving renewals.

We are Ambitious, we take Ownership, and we are committed to Excellence. If you are a high performing, driven individual, then read on - we would love for you to join our dynamic team.

What You'll Do

Operations:

  • Understand and uphold process flows, timelines, and dependencies to ensure high-quality delivery of Post Setup services.

  • Build and maintain strong relationships with government entities (e.g., MISA, MC) and external partners (e.g., law firms, insurance providers) to enhance collaboration and service quality.

  • Master and regularly use governmental portals (e.g., QIWA, GOSI) to maintain compliance, accuracy, and timely service delivery.

  • Execute services to a high standard, including license renewals, work permits, Saudization, payroll, and compliance with social insurance contributions.

  • Ensure all client data in the CRM and internal systems is accurately captured, tracked, and updated regularly.

  • Continuously review processes and propose improvements to enhance efficiency and service quality, implementing new services as needed.

  • Manage Client Relations Associate(s), ensuring they deliver high-quality service with proper training and support.

Client Management:

  • Proactively address client needs, ensuring thorough and continuous support.

  • Resolve client issues promptly and professionally to maintain a high standard of service.

  • Communicate effectively with clients to set clear expectations and guarantee seamless service delivery.

  • Manage clients end-to-end, from onboarding to offboarding, ensuring satisfaction, gathering testimonials, and promoting referrals.

  • Contribute to client retention through excellent service delivery and engagement.

  • Handle escalations from junior team members, providing guidance and quality recommendations.

Product and Business Development:

  • Continuously seek ways to enhance Post Setup offerings, ensuring clients receive maximum value.

  • Propose operational improvements and new product offerings to boost service quality and client experience.

  • Prepare analysis and reports that drive strategic decision-making, with a focus on quality outcomes.

Who You Are

  • 2+ years of Account Management, Operations or Customer Success work experience with a proven track record in an outcome-driven, KPI-focused environment in Saudi Arabia is required.

  • Experience working with HR, GRO, PRO, Company Setup, Corporate Services or related services is highly desirable.

  • Fully fluent in Arabic and English, with excellent verbal and written communication skills.

  • Able to manage clients independently and escalate any issues to the management swiftly and effectively.

  • High attention to detail and ability to create, review, and manage documents and databases.

  • Excellent organizational skills with the ability to own tasks from start to finish; meticulous, organized, highly skilled at prioritization and resilient.

  • Proficiency with data analysis, reporting and presentations. Experienced in producing regular, data-driven reports.

  • Excellent interpersonal skills, a natural "people person" with drive, enthusiasm and a serious "make it happen" attitude.

  • Strong with time and task management.

  • Microsoft Office & Excel experience is a must. Experience in using CRM and other tools.

  • Stay updated with the latest news and requirements in the industry. Attend workshops, seminars, and training to develop and enhance knowledge.

  • Attend industry and community events in order to foster client and partner relations.

  • Demonstrate integrity, dependability, ownership, accountability, self-awareness, work ethic, and empathy.

  • Be a brand ambassador for AstroLabs and represent the business and our values while interfacing with clients and colleagues.

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