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Strategic Account Manager

Job description

Proudly recognized as a Great Place to Work®, we are an AI-native customer experience platform purpose-built for emerging markets. With more than 25 years of conversational AI research and development, we serve over 5,000 enterprises across MENA and are pioneering sovereign, agentic AI through our Agentic Studio platform. As the category takes shape, the way Unifonic is perceived — by buyers, analysts, media, and the broader market — is a strategic asset. This role owns that perception.

We thrive on creativity, collaboration, and fun, where every idea is welcomed and celebrated. As shareholders in the company, we’re more than just communicators—we’re innovators shaping the future together. We are Unifones. Join us and be part of something extraordinary!

Meet the team!

The main aim of our Sales team is to drive revenue while acting as trusted consultants to our customers. Our team is made up of experts in account management, business development, and customer service. We work closely with other departments to ensure our products and services meet the needs of our customers. If you have a track record of success in sales, enjoy building relationships, and have a passion for helping others, we want you on our team.

As a Strategic Account Manager, you will be responsible for managing and growing a portfolio of high-value enterprise accounts across regulated industries, including government, financial services, telecommunications, and large enterprises. You will build and maintain trusted relationships with senior stakeholders, drive customer retention and revenue growth, manage renewals and expansion opportunities, and ensure long-term customer success.

You will develop strategic account plans, identify opportunities for upselling and cross-selling, lead executive-level account governance and business reviews, and proactively manage customer risks and escalations. You will also coordinate closely with internal sales, technical, delivery, customer success, and support teams to ensure customer needs are met and measurable business outcomes are achieved.

As a trusted advisor, you will develop a deep understanding of each customer’s business objectives, challenges, and strategic priorities, positioning the organization as a long-term partner and ensuring strong customer satisfaction, engagement, and commercial growth.

Help us shape the future of communications by:

• 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.

Job requirements

What you will bring:

• Bachelor's degree in Business, Engineering, Technology, or related field.

• 5+ 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 preferred

• Experience with government, BFSI, or telecom customers.

• Knowledge of AI, customer engagement, messaging, voice, or digital transformation solutions.

• Arabic and English fluency.

AI Proficiency:

• Minimum Level: L2-L3 Basic to practical understanding of AI tools, with the ability to apply them to account growth and strategic sales activities.

• Expected: Leverage AI to identify upsell and cross-sell opportunities within existing accounts, analyze customer growth potential, and generate insights that support account expansion strategies. 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 – approach problems clearly, use data, and find solutions.

• Ownership and accountability – take responsibility and follow projects through to completion.

• Communication – explain ideas clearly and listen to others across teams.

• Collaboration – work well with others and support team goals.

• Adaptability and learning – adjust to change and keep learning new skills or tools.

• Mentorship and knowledge sharing – help others grow and share what you know.

• Resilience – stay calm under pressure and handle setbacks constructively.

• Quality and attention to detail – do work carefully and strive for improvement.

• Advocacy and innovation – encourage best practices, efficiency, and new ideas.

As a Unifone you’ll receive a range of benefits:

• Competitive salary and bonus.

• We pay all the GOSI costs on your behalf.

• Unifonic share scheme (we are all owners!).

• 30 holiday days after the first anniversary.

• Your Birthday off!

• Spend up to 5 weeks per year working from anywhere in the world!

• Paid leave for new parents.

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