Strategic Account Manager

About Unifonic and the Role

Unifonic, recognized as a Great Place to Work®, 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. This full-time Strategic Account Manager role is based in Riyadh, Riyadh Province, and is crucial for managing and growing a portfolio of high-value enterprise accounts within regulated industries such, as government, financial services, telecommunications, and large enterprises.

Team and Role Purpose

The Sales team at Unifonic aims to drive revenue while serving as trusted consultants to customers. The team comprises experts in account management, business development, and customer service, collaborating with other departments to ensure products and services meet customer needs. The Strategic Account Manager will be responsible for 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 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.

Qualifications and Requirements

• Bachelor's degree in Business, Engineering, Technology, or a related field.
• 5-10 years of experience in Enterprise Account Management, Strategic Accounts, Customer Success, or Enterprise Sales.
• 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 working in SaaS, CPaaS, CX, AI, telecommunications, or technology industries.
• Strong CRM discipline (HubSpot, Salesforce, or equivalent).
• Experience in the GCC market is preferred.
• Experience with government, BFSI, or telecom customers.
• Knowledge of AI, customer engagement, messaging, voice, or digital transformation solutions.

Required Skills and Traits

• AI Proficiency: Minimum L2-L3 basic to practical understanding of AI tools, with the ability to apply them to account growth and strategic sales activities. Expected to leverage AI to identify upsell and cross-sell opportunities, analyze customer growth potential, and generate insights. Familiarity with tools such as ChatGPT, Microsoft Copilot, Claude, or Gemini.
• Craft and Toolkit: Enterprise account growth, ARR management & expansion planning; Executive stakeholder engagement, C-suite communication & governance decks; Customer success, retention workflows & health dashboards; Commercial negotiation, renewals & pricing playbooks; Strategic forecasting, CRM discipline & opportunity tracking; Cross-functional orchestration with Product, CS, Delivery, Finance & Legal; Market intelligence, regulatory insights & industry trend monitoring.
• Character Traits: Analytical thinking and problem-solving, ownership and accountability, communication, collaboration, adaptability and learning, mentorship and knowledge sharing, resilience, quality and attention to detail, advocacy and innovation.

Application Process

Candidates with a track record of success in sales, a passion for building relationships, and a commitment to helping others are encouraged to apply.