Account Manager, HR Services

About the Role

AstroLabs is hiring an Account Manager to support the day-to-day client relationship across its HR Advisory service line. This covers our HR Advisory client base generally - not a specific Key Accounts segment - acting as the client's point of contact, handling their queries directly, and knowing when and how to advise them on straightforward KSA labor matters versus when to pull in a senior HR Advisory consultant or Legal for a second opinion.

This role is scoped to HR Services only for now, with a specific focus on Saudi Arabia (KSA) labor law and compliance. You will work closely with our HR Advisory consultants and Legal team - not to hand queries off and walk away, but to actively collaborate and get their input before responding to clients on anything beyond the basics, so clients always get an accurate, well-checked answer.

What You'll Do

• Own the day-to-day relationship for an assigned portfolio of HR Advisory clients across our KSA client base.

• Act as the client's first point of contact for HR Advisory queries — responding directly where the question is straightforward, and proactively collaborating with the right internal consultant or Legal where it requires deeper technical or legal judgement.

• Build strong working knowledge of KSA labor law fundamentals — the Saudi Labor Law, GOSI, Saudization/Nitaqat, Qiwa and Mudad processes, leave entitlements, probation, and End of Service Benefits to give clients accurate, confident first-line guidance without overstepping into complex advisory.

• Actively seek internal feedback and input before responding to non-routine queries, checking positions with HR Advisory consultants or Legal rather than answering from assumption, and looping back to close the loop with the client.

• Drive structured account governance: regular check-ins, status updates, and account plans so clients always know where their open items stand.

• Own renewals and contract continuity for HR Advisory retainers/SOWs, working ahead of expiry dates to avoid last-minute risk or churn.

• Identify upsell opportunities within HR Advisory (e.g. a client moving from a lighter package to a higher tier), flagging these to Sales for formal scoping.

• Proactively flag account risk, unresolved queries, dissatisfaction, delivery delays, to internal stakeholders before they escalate.

• Maintain accurate, up-to-date account records and query logs (CRM/Notion), including tracking response times and open items.

• Contribute to the continued build-out of the HR Advisory account management playbook as the function matures.

What We're Looking For

• 4+ years of experience in account management, client success, or an HR-facing client support role, ideally within HR advisory, professional services, or a related B2B services environment.

• Strong working knowledge of KSA labor law fundamentals - enough to field common client questions confidently and know where the line is before escalating.

• Comfortable owning client communication end-to-end: acknowledging, triaging, and resolving queries, not just passing them along.

• Strong internal collaborator - proactively seeks input and feedback from HR Advisory consultants and Legal on anything non-routine, rather than guessing or going quiet on the client while waiting.

• Strong judgement on when to advise directly versus when to bring in an HR Advisory consultant -this role is not expected to replace technical/legal advisory expertise.

• Highly organized, with a track record of structured, proactive communication rather than reactive firefighting.

• Based in or willing to relocate to Beirut, Lebanon; fluent in English and Arabic.

How Success Is Measured

• Account retention and renewal rate across the assigned HR Advisory portfolio

• Query response and resolution time, including appropriate/timely escalation and internal collaboration on complex questions

• Accuracy of guidance given to clients, reflecting quality of internal checks before responding

• Client satisfaction / relationship health across the portfolio

• Consistency and quality of account governance (status updates, account plans, reporting)