Strategic Account Manager

About Unifonic and the Role

Unifonic, recognized as a Great Place to Work®, is an AI-native customer experience platform focusing on emerging markets. With over 25 years of conversational AI research and development, Unifonic serves more than 5,000 enterprises across MENA. This full-time role for a Strategic Account Manager is based in Riyadh, Riyadh Province, and involves managing and growing a portfolio of high-value enterprise accounts.

Role Overview

As a Strategic Account Manager, you will be responsible for managing and expanding relationships with enterprise accounts in regulated industries such as government, financial services, telecommunications, and large enterprises. The role focuses on building trusted relationships with senior stakeholders, driving customer retention and revenue growth, and managing renewals and expansion opportunities to ensure long-term customer success. You will develop strategic account plans, identify opportunities for upselling and cross-selling, and lead executive-level account governance and business reviews.

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 Experience and Skills

• 5-10 years of experience in strategic account management.
• Analytical thinking and problem-solving abilities.
• Strong sense of ownership and accountability.
• Effective communication skills across teams.
• Collaboration and teamwork capabilities.
• Adaptability and a commitment to continuous learning.
• Mentorship and knowledge-sharing aptitude.
• Resilience under pressure and constructive handling of setbacks.
• Attention to quality and detail.
• Advocacy for best practices, efficiency, and innovation.

The Sales Team at Unifonic

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.