Strategic Account Manager

About Unifonic and the Role

Unifonic, recognized as a Great Place to Work®, is an AI-native customer experience platform focused on emerging markets. With over 25 years of conversational AI research, the company serves more than 5,000 enterprises across MENA. This full-time Strategic Account Manager position is based in Riyadh, Riyadh Province, and is crucial for managing the company's perception among buyers, analysts, and the broader market.

Role Overview

The Strategic Account Manager will be responsible for managing and expanding a portfolio of high-value enterprise accounts within regulated sectors such as government, financial services, telecommunications, and large enterprises. This 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 position requires a deep understanding of customer business objectives and strategic priorities to position Unifonic as a long-term partner.

Key Responsibilities

• Manage a portfolio of strategic enterprise accounts.
• Achieve 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 align 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.

Qualifications and Experience

Candidates should possess 5-10 years of experience in a relevant field. A proven track record of success in sales, building relationships, and assisting customers is essential for this role.

The Sales Team

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

Working at Unifonic

Unifonic fosters an environment that values creativity and collaboration. Employees are considered shareholders, contributing to the company's future as innovators.