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, Unifonic serves more than 5,000 enterprises across MENA and pioneers sovereign, agentic AI through its Agentic Studio platform. The company fosters creativity, collaboration, and innovation, with employees holding shareholder status.

The Sales Team and Role Overview

The Sales team at Unifonic focuses on driving revenue while serving as trusted consultants to customers. This team includes experts in account management, business development, and customer service, collaborating with other departments to address customer needs. As a Strategic Account Manager based in Riyadh, you will manage and expand a portfolio of high-value enterprise accounts within regulated industries such as government, financial services, telecommunications, and large enterprises. This full-time role involves building and maintaining trusted relationships with senior stakeholders, driving customer retention and revenue growth, and managing renewals and expansion opportunities to ensure long-term customer success.

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

• 5-10 years of experience in strategic account management.

Key Character Traits

• Analytical thinking and problem-solving: Ability to approach problems clearly, utilize data, and identify effective solutions.
• Ownership and accountability: Takes responsibility and ensures projects are completed.
• Communication: Clearly explains ideas and actively listens to others across teams.
• Collaboration: Works effectively with others and supports team objectives.
• Adaptability and learning: Adjusts to changes 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 addresses setbacks constructively.
• Quality and attention to detail: Executes work meticulously and strives for continuous improvement.
• Advocacy and innovation: Promotes best practices, efficiency, and new ideas.

Work Environment

This is a full-time position located in Riyadh Province, specifically in Riyadh. The role requires close coordination with internal sales, technical, delivery, customer success, and support teams to ensure customer needs are met and measurable business outcomes are achieved. As a trusted advisor, you will develop a deep understanding of each customer’s business objectives, challenges, and strategic priorities, positioning Unifonic as a long-term partner and ensuring strong customer satisfaction, engagement, and commercial growth.