Strategic Account Manager

About Unifonic and the Role

Unifonic is an AI-native customer experience platform serving over 5,000 enterprises across MENA, recognized as a Great Place to Work®. With over 25 years of conversational AI research, Unifonic pioneers sovereign, agentic AI through its Agentic Studio platform. The company is seeking a Strategic Account Manager to join its Sales team in Riyadh, Riyadh Province. This full-time role involves managing and growing a portfolio of high-value enterprise accounts within regulated industries.

Role Overview

As a Strategic Account Manager, you will be responsible for building and maintaining trusted relationships with senior stakeholders in government, financial services, telecommunications, and large enterprises. The role focuses on driving customer retention and revenue growth, managing renewals and expansion opportunities, and ensuring long-term customer success. You will develop strategic account plans, identify upselling and cross-selling opportunities, and lead executive-level account governance and business reviews. Proactive management of customer risks and escalations is also a key aspect of this position.

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 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.

Required Experience and Skills

• 5-10 years of experience in a relevant field.
• 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 well with others and supports team goals.
• Adaptability and learning: Adjusts to change and continuously learns new skills or tools.
• Mentorship and knowledge sharing: Helps others grow and shares expertise.
• Resilience: Stays calm under pressure and handles setbacks constructively.
• Quality and attention to detail: Performs work carefully and strives for improvement.
• Advocacy and innovation: Encourages best practices, efficiency, and new ideas.

Benefits

Unifonic offers a comprehensive benefits package, including a competitive salary and bonus, full GOSI cost coverage, and participation in the Unifonic share scheme. Employees receive 30 holiday days after their first anniversary, their birthday off, and the option to work remotely for up to 5 weeks per year. Paid leave for new parents is also provided.