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, the company serves more than 5,000 enterprises across MENA. Unifonic is pioneering sovereign, agentic AI through its Agentic Studio platform, operating as a team focused on creativity, collaboration, and innovation.

The Role of Strategic Account Manager

Unifonic is seeking a Strategic Account Manager for a full-time position in Riyadh, Riyadh Province. This role involves managing and expanding a portfolio of high-value enterprise accounts within regulated industries such as government, financial services, telecommunications, and large enterprises. The Strategic Account Manager will build and maintain relationships with senior stakeholders, drive customer retention and revenue growth, manage renewals and expansion opportunities, and ensure long-term customer success. The role requires a deep understanding of each customer’s business objectives, challenges, and strategic priorities to position Unifonic as a long-term partner and ensure strong customer satisfaction, engagement, and commercial growth. Candidates should have 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.

Required Character Traits

• 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: Supports the growth of others and shares expertise.
• Resilience: Maintains composure under pressure and handles setbacks constructively.
• Quality and attention to detail: Executes work carefully and strives for continuous improvement.
• Advocacy and innovation: Encourages best practices, efficiency, and new ideas.