Strategic Account Manager

About Unifonic

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

The Role of Strategic Account Manager

As a Strategic Account Manager based in Riyadh, Riyadh Province, you will be responsible for managing and expanding a portfolio of high-value enterprise accounts. This full-time role focuses on regulated industries, including government, financial services, telecommunications, and large enterprises. The position requires 5-10 years of relevant 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.

Account Management Focus

• Build and maintain trusted relationships with senior stakeholders.
• Drive customer retention and revenue growth.
• Manage renewals and expansion opportunities, ensuring long-term customer success.
• Develop strategic account plans.
• Identify opportunities for upselling and cross-selling.
• Lead executive-level account governance and business reviews.
• Proactively manage customer risks and escalations.
• Coordinate closely with internal sales, technical, delivery, customer success, and support teams to ensure customer needs are met and measurable business outcomes are achieved.
• Develop a deep understanding of each customer’s business objectives, challenges, and strategic priorities, positioning the organization as a long-term partner and ensuring strong customer satisfaction, engagement, and commercial growth.