Strategic Account Manager

About Unifonic

Unifonic is an AI-native customer experience platform designed for emerging markets. With over 25 years of conversational AI research and development, the company serves more than 5,000 enterprises across MENA and is developing sovereign, agentic AI through its Agentic Studio platform. Unifonic is recognized as a Great Place to Work®.

The Role of Strategic Account Manager

As a Strategic Account Manager based in Riyadh, Riyadh, Saudi Arabia, you will be responsible for managing and expanding a portfolio of high-value enterprise accounts within regulated industries such as government, financial services, telecommunications, and large enterprises. This full-time role involves building and maintaining relationships with senior stakeholders, driving customer retention and revenue growth, and managing renewals and expansion opportunities to ensure long-term customer success. The role requires 5-10 years of experience.

Key Responsibilities

• Own and manage a portfolio of strategic enterprise accounts.
• Achieve and exceed annual recurring revenue (ARR), expansion, upsell, and retention targets.
• Develop and execute account plans for key customers.
• Identify and drive cross-sell and upsell opportunities across the product portfolio.
• Lead contract renewals and commercial negotiations.
• Build trusted relationships with C-level, business, and technical stakeholders.
• Serve as the primary point of contact for strategic customers.
• Conduct executive business reviews and governance meetings.
• Ensure customer objectives are aligned with company capabilities and roadmap.
• Monitor customer health, adoption, satisfaction, and business outcomes.
• Manage escalations and coordinate resolution across internal teams.
• Improve retention and reduce churn risk through proactive engagement.
• Drive successful onboarding and service expansion initiatives.
• Prepare quarterly account reviews, forecasts, and business plans.
• Maintain accurate account data, opportunity tracking, and forecasting within CRM.
• Coordinate with Sales, Product, Customer Success, Delivery, Finance, and Legal teams.
• Ensure compliance with contractual obligations and internal processes.
• Maintain a strong understanding of regulated sectors and industry trends in Saudi Arabia.
• Provide customer feedback to Product and Leadership teams.
• Represent the company in strategic customer engagements and industry events.

Required Skills and Traits

• AI Proficiency: Minimum L2-L3 basic to practical understanding of AI tools, with the ability to apply them to account growth and strategic sales activities. Expected to leverage AI to identify upsell and cross-sell opportunities, analyze customer growth potential, and generate insights for account expansion strategies. Familiarity with tools such as ChatGPT, Microsoft Copilot, Claude, or Gemini is beneficial.
• Analytical Thinking and Problem-Solving: Ability to approach problems clearly, use data, and find solutions.
• Ownership and Accountability: Takes responsibility and follows projects through to completion.
• Communication: Explains ideas clearly and listens to others across teams.
• Collaboration: Works effectively with others and supports team goals.
• Adaptability and Learning: Adjusts to change and continuously acquires new skills or tools.
• Mentorship and Knowledge Sharing: Helps others grow and shares expertise.
• Resilience: Maintains composure under pressure and handles setbacks constructively.
• Quality and Attention to Detail: Performs work carefully and strives for continuous improvement.
• Advocacy and Innovation: Encourages best practices, efficiency, and new ideas.

The Sales Team

The Sales team at Unifonic focuses on driving revenue while acting as trusted consultants to customers. The team comprises experts in account management, business development, and customer service, working closely with other departments to ensure products and services meet customer needs.