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. The company is pioneering sovereign, agentic AI through its Agentic Studio platform, valuing creativity, collaboration, and innovation from its employees.

The Sales Team at Unifonic

The Sales team at Unifonic focuses on driving revenue while acting as trusted consultants to customers. This team includes experts in account management, business development, and customer service, working closely with other departments to ensure products and services meet customer needs. The team seeks individuals with a track record of sales success, who enjoy building relationships and are passionate about assisting others.

Strategic Account Manager Role Overview

As a Strategic Account Manager based in Riyadh, Riyadh Province, 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. You will develop strategic account plans, identify upselling and cross-selling opportunities, lead executive-level account governance, and proactively manage customer risks and escalations. Close coordination with internal sales, technical, delivery, customer success, and support teams is essential to meet customer needs and achieve measurable business outcomes. The role requires 5-10 years of experience.

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 Character Traits

• Analytical thinking and problem-solving: Ability to approach problems clearly, utilize data, and identify 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 change 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 carefully and strives for continuous improvement.
• Advocacy and innovation: Promotes best practices, efficiency, and new ideas.