Strategic Account Manager

About Unifonic and the Role

Unifonic, recognized as a Great Place to Work®, operates an AI-native customer experience platform designed for emerging markets. With over 25 years of conversational AI research, the company serves more than 5,000 enterprises across MENA, focusing on sovereign, agentic AI through its Agentic Studio platform. This full-time role for a Strategic Account Manager is based in Riyadh, Riyadh Province, and is critical for managing the company's perception among buyers, analysts, media, and the broader market.

Role Overview

As a Strategic Account Manager, you will manage and expand a portfolio of high-value enterprise accounts within regulated sectors such as government, financial services, telecommunications, and large enterprises. The role involves building and maintaining relationships with senior stakeholders, driving customer retention and revenue growth, and managing renewals and expansion opportunities. You will develop strategic account plans, identify upselling and cross-selling opportunities, and lead executive-level account governance and business reviews. A key aspect is proactively managing customer risks and escalations, while coordinating with internal teams to ensure customer needs are met and business outcomes are achieved. The Strategic Account Manager acts as a trusted advisor, understanding customer objectives and positioning Unifonic as a long-term partner to ensure customer satisfaction, engagement, and commercial growth.

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 Experience

• 5-10 years of experience in sales, account management, business development, or customer service.
• Proven track record of success in sales and building customer relationships.
• Ability to develop a deep understanding of customer business objectives and strategic priorities.

Required Character Traits

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

Work Environment

The Sales team at Unifonic focuses on driving revenue while serving 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 is a full-time position based in Riyadh, Saudi Arabia.