Senior Account Manager – SMS, Voice & WhatsApp Business Solutions

About Cyberscape

Cyberscape Telecommunications FZCO is a Dubai-based provider of business communication solutions, serving a diverse global customer base. Combining technical expertise with responsive support, we help businesses strengthen their communications through reliable, scalable services. Our approach centres on service quality, long-term partnerships, and solutions that meet our clients’ operational and commercial needs.

About the Role

We are looking for an experienced Senior Account Manager to acquire, develop, and grow strategic accounts across our SMS, Voice, and WhatsApp Business solutions portfolio.

This is a senior commercial role with responsibility for new business development, account retention, revenue growth, and profitability. You will build relationships with enterprise customers, telecom operators, carriers, aggregators, and technology partners, working closely with internal teams to turn client requirements into successful service delivery.

Strong experience in SMS and Voice is essential. Experience with WhatsApp Business solutions is highly desirable.

Key Responsibilities

• Own and grow strategic accounts: Develop account plans, strengthen relationships with decision-makers, and identify opportunities to increase revenue, profitability, and customer retention.
• Win new business: Identify and qualify prospects, lead commercial discussions, prepare proposals, negotiate agreements, and manage the sales cycle through to onboarding and account development.
• Develop opportunities across the portfolio: Position A2P SMS, Voice, and WhatsApp Business solutions around each client’s communication needs, identifying relevant upsell and cross-sell opportunities.
• Manage commercial performance: Work with pricing and routing teams to develop competitive proposals, negotiate rates, and protect account margins while maintaining service quality.
• Coordinate onboarding and delivery: Collaborate with technical, operations, and support teams to manage integrations, communicate requirements, resolve issues, and ensure a smooth customer experience.
• Lead account reviews: Monitor usage, delivery and call quality, revenue, and profitability; present actionable insights and agree on growth and improvement plans with clients.
• Manage senior stakeholder relationships: Act as the commercial point of contact for key accounts, handle escalations, and maintain clear communication throughout the customer relationship.
• Maintain an accurate sales pipeline: Keep CRM records current, provide reliable forecasts, and share relevant market intelligence with the wider team.

Required Qualifications and Experience

• Minimum 5 years of relevant experience in telecom account management, business development, or sales, including substantial commercial experience in A2P SMS and Voice services.
• A proven record of acquiring customers, growing strategic accounts, and achieving revenue and profitability targets.
• Strong understanding of the international messaging and Voice ecosystem, including operators, carriers, aggregators, enterprise customers, and CPaaS providers.
• Experience negotiating pricing, contracts, and commercial terms with senior stakeholders.
• Ability to interpret account performance data, understand service quality metrics, and translate findings into commercial actions.
• Strong communication, presentation, negotiation, and relationship management skills, with professional fluency in English.
• Ability to manage complex accounts, coordinate cross-functional teams, and work independently in a remote environment.
• A customer-focused approach, sound commercial judgement, and consistent ownership of commitments and results.

Additional Experience That Would Be an Advantage

• Experience selling or managing WhatsApp Business Platform/API solutions, including customer onboarding, messaging use cases, templates, and integrations.
• Familiarity with CRM systems, SaaS platforms, APIs, and business messaging workflows.
• Experience working across international markets; additional languages are welcome.

Interested in joining Cyberscape?

Apply with your updated CV, highlighting your achievements in SMS and Voice account growth, along with any experience in WhatsApp Business solutions.