Strategic Account Manager

About Unifonic and the Role

Unifonic, recognized as a Great Place to Work®, operates as 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, pioneering sovereign, agentic AI through its Agentic Studio platform. This full-time Strategic Account Manager role is based in Riyadh, Riyadh Province, and is crucial for managing the company's perception among buyers, analysts, media, and the broader market.

Team Overview

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, collaborating with other departments to ensure products and services meet customer needs. Candidates with a track record of sales success, relationship-building skills, and a commitment to customer support are encouraged to apply.

Responsibilities

As a Strategic Account Manager, you will be responsible for managing and expanding a portfolio of high-value enterprise accounts within regulated industries, including government, financial services, telecommunications, and large enterprises. Key responsibilities include:

• Building and maintaining trusted relationships with senior stakeholders.
• Driving customer retention and revenue growth.
• Managing renewals and identifying expansion opportunities.
• Ensuring long-term customer success and satisfaction.
• Developing strategic account plans and identifying upselling and cross-selling opportunities.
• Leading executive-level account governance and business reviews.
• Proactively managing customer risks and escalations.
• Coordinating with internal sales, technical, delivery, customer success, and support teams.
• Developing a deep understanding of customer business objectives, challenges, and strategic priorities.
• Positioning Unifonic as a long-term partner to ensure strong customer engagement and commercial growth.

Key Duties

• Owning and managing a portfolio of strategic enterprise accounts.
• Achieving and exceeding annual recurring revenue (ARR), expansion, upsell, and retention targets.
• Developing and executing account plans for key customers.
• Identifying and driving cross-sell and upsell opportunities across the product portfolio.
• Leading contract renewals and commercial negotiations.
• Building trusted relationships with C-level, business, and technical stakeholders.
• Serving as the primary point of contact for strategic customers.
• Conducting executive business reviews and governance meetings.
• Ensuring customer objectives are aligned with company capabilities and roadmap.
• Monitoring customer health, adoption, satisfaction, and business outcomes.
• Managing escalations and coordinating resolution across internal teams.
• Improving retention and reducing churn risk through proactive engagement.
• Driving successful onboarding and service expansion initiatives.
• Preparing quarterly account reviews, forecasts, and business plans.
• Maintaining accurate account data, opportunity tracking, and forecasting within CRM.
• Coordinating with Sales, Product, Customer Success, Delivery, Finance, and Legal teams.
• Ensuring compliance with contractual obligations and internal processes.
• Maintaining a strong understanding of regulated sectors and industry trends in Saudi Arabia.
• Providing customer feedback to Product and Leadership teams.
• Representing the company in strategic customer engagements and industry events.

Required Experience and Character Traits

Candidates should possess 5-10 years of relevant experience. The ideal candidate will demonstrate the following character traits:

• Analytical thinking and problem-solving: Ability to approach problems clearly, utilize data, and identify effective solutions.
• Ownership and accountability: Taking responsibility for tasks and ensuring projects are completed.
• Communication: Clearly articulating ideas and actively listening to others across teams.
• Collaboration: Working effectively with others and supporting team objectives.
• Adaptability and learning: Adjusting to changes and continuously acquiring new skills or tools.
• Mentorship and knowledge sharing: Contributing to the growth of others and sharing expertise.
• Resilience: Maintaining composure under pressure and handling setbacks constructively.
• Quality and attention to detail: Performing work meticulously and striving for continuous improvement.
• Advocacy and innovation: Promoting best practices, efficiency, and new ideas.

Application Information

This is a full-time position. Salary information will be disclosed during the hiring process.