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 develops sovereign, agentic AI through its Agentic Studio platform. The company values creativity, collaboration, and innovation, with employees contributing as shareholders to shape its future.

The Role of Strategic Account Manager

As a Strategic Account Manager based in Riyadh, Riyadh Province, you will be responsible for managing and expanding 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. The Strategic Account Manager will develop a deep understanding of each customer’s business objectives and strategic priorities to position Unifonic as a long-term partner, ensuring strong customer satisfaction and commercial growth.

Key Responsibilities

• Manage a portfolio of strategic enterprise accounts.
• Achieve annual recurring revenue (ARR), expansion, upsell, and retention targets.
• Develop and execute comprehensive 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.
• Monitor customer health, adoption, satisfaction, and business outcomes.
• Manage escalations and coordinate resolution across internal teams.
• 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.
• Maintain a strong understanding of regulated sectors and industry trends in Saudi Arabia.

Qualifications and Experience

• 5-10 years of experience managing large enterprise or government accounts.
• Proven track record of achieving revenue growth and retention targets.
• Strong commercial, negotiation, and executive presentation skills.
• Experience in SaaS, CPaaS, CX, AI, telecommunications, or technology industries.
• Strong CRM discipline (HubSpot, Salesforce, or equivalent).
• Experience with government, BFSI, or telecom customers.
• Knowledge of AI, customer engagement, messaging, voice, or digital transformation solutions.
• AI Proficiency: Minimum Level L2-L3, demonstrating a basic to practical understanding of AI tools and the ability to apply them to account growth and strategic sales activities. Familiarity with tools such as ChatGPT, Microsoft Copilot, Claude, or Gemini is expected.

Preferred Qualifications

• Experience in the GCC market.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia. The role requires collaboration with various internal teams and representation of Unifonic in strategic customer engagements and industry events.