Strategic Account Manager

About Unifonic

Unifonic is an AI-native customer experience platform designed for emerging markets. With over 25 years of conversational AI research and development, the company serves more than 5,000 enterprises across MENA. Unifonic is developing sovereign, agentic AI through its Agentic Studio platform and is recognized as a Great Place to Work®.

The Role of Strategic Account Manager

As a Strategic Account Manager at Unifonic, you will manage and grow a portfolio of high-value enterprise accounts within regulated industries, including government, financial services, telecommunications, and large enterprises. This full-time position is based in Riyadh, Riyadh Province, and requires 5-10 years of experience. You will build and maintain relationships with senior stakeholders, focusing on customer retention, revenue growth, and long-term customer success. The role involves developing strategic account plans, identifying expansion opportunities, and ensuring customer needs are met through close coordination with internal teams.

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.
• Proven track record of success in sales and account management.
• Ability to build and maintain strong customer relationships.
• Deep understanding of customer business objectives and strategic priorities.

Desired Character Traits

• Analytical thinking and problem-solving skills.
• Strong sense of ownership and accountability.
• Effective communication across teams.
• Collaborative approach to teamwork.
• Adaptability and a commitment to continuous learning.
• Mentorship and knowledge-sharing capabilities.
• Resilience under pressure and constructive handling of setbacks.
• High standards for quality and attention to detail.
• Advocacy for best practices, efficiency, and innovation.

Work Environment

The Sales team at Unifonic focuses on driving revenue while acting as trusted consultants to customers. The team comprises experts in account management, business development, and customer service, working closely with other departments to ensure product and service alignment with customer needs. This is a full-time role based in Riyadh.