Key Account Manager

About Unifonic and the Role

Unifonic is an AI-native customer experience platform focused on emerging markets, with over 25 years of conversational AI research and development. The company serves more than 5,000 enterprises across MENA and is developing sovereign, agentic AI through its Agentic Studio platform. This full-time Key Account Manager position is based in Riyadh, Riyadh Province, and involves building and maintaining strong relationships with strategic enterprise customers while driving business growth. The role requires 5-10 years of experience.

Role Overview and Team Context

As a Key Account Manager, you will manage key accounts, understand customer business objectives, identify growth opportunities, and deliver value through Unifonic's solutions. This position involves serving as a trusted advisor to executive stakeholders, developing strategic account plans, and collaborating with cross-functional teams to ensure customer success, retention, and revenue growth. The Sales team aims to drive revenue and act as trusted consultants, comprising experts in account management, business development, and customer service, working with other departments to meet customer needs.

Key Responsibilities

• Manage and grow a portfolio of enterprise customers.
• Develop trusted relationships with key stakeholders and executive sponsors.
• Create and execute strategic account plans.
• Identify opportunities for account expansion through additional products and services.
• Conduct regular business reviews and ensure customer satisfaction.
• Collaborate with Customer Success and other internal teams to maximize customer value.
• Maintain accurate account plans, forecasts, and CRM records.
• Identify opportunities to expand business within existing accounts.
• Build relationships with prospective enterprise customers through networking, referrals, and industry engagement.
• Lead commercial discussions and solution presentations.
• Prepare proposals, negotiate contracts, and support the sales process through deal closure.
• Contribute to achieving the team’s revenue and growth objectives.

Qualifications and Experience

• Minimum of 6 years of experience in Enterprise Sales, Key Account Management, or Strategic Account Management.
• Bachelor's degree in Business, Marketing, Engineering, or a related field.
• Experience in SaaS, CPaaS, Cloud, AI, or other enterprise technology solutions.
• Proven track record of managing enterprise customers and driving revenue growth.
• Strong business development and solution-selling capabilities.
• Demonstrated experience in executive stakeholder management and strategic account planning.
• Excellent negotiation, communication, and presentation skills.
• Ability to identify growth opportunities, manage sales pipelines, and achieve commercial targets.
• Experience collaborating with cross-functional teams to deliver customer success.

Required Skills and Tools

• Proficiency in CRM platforms such as Salesforce, HubSpot, Microsoft Dynamics, or equivalent.
• Strong forecasting and pipeline management skills.
• Data analysis and reporting to support account growth and business decisions.
• Strategic planning and account growth management.
• Proposal development and commercial documentation.
• Commercial acumen with the ability to develop customer-centric solutions.
• Customer relationship management (CRM) best practices, including customer retention and expansion strategies.

Desired Character Traits

• Analytical thinking and problem-solving.
• Ownership and accountability.
• Effective communication across teams.
• Collaboration and support for team goals.
• Adaptability and continuous learning.
• Mentorship and knowledge sharing.
• Resilience under pressure and constructive handling of setbacks.
• Commitment to quality and attention to detail.
• Advocacy for best practices, efficiency, and new ideas.