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, the company serves more than 5,000 enterprises across MENA and is developing sovereign, agentic AI through its Agentic Studio platform. This full-time Strategic Account Manager role is based in Riyadh, Riyadh Province, and is critical for managing Unifonic's perception among buyers, analysts, media, and the broader market.

Role Overview

The Strategic Account Manager will manage and expand a portfolio of high-value enterprise accounts within regulated industries such as government, financial services, telecommunications, and large enterprises. This position involves building and maintaining relationships with senior stakeholders, driving customer retention and revenue growth, and managing renewals and expansion opportunities to ensure long-term customer success. The role requires developing strategic account plans, identifying upselling and cross-selling opportunities, leading executive-level account governance, and proactively managing customer risks and escalations.

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

Candidates should possess 5-10 years of experience in a relevant field. The ideal candidate will demonstrate:

• Analytical thinking and problem-solving abilities, using data to find solutions.
• Strong ownership and accountability, ensuring projects are completed.
• Clear communication skills, capable of explaining ideas and listening across teams.
• Collaboration skills, working effectively with others to support team goals.
• Adaptability and a commitment to continuous learning of new skills or tools.
• Mentorship and knowledge-sharing capabilities.
• Resilience, maintaining composure under pressure and handling setbacks constructively.
• A focus on quality and attention to detail, striving for continuous improvement.
• Advocacy for best practices, efficiency, and innovation.

The Sales Team at Unifonic

The Sales team at Unifonic aims to drive 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 products and services meet customer needs. This role involves contributing to a team that values creativity, collaboration, and innovation.