About the Position :

Founded in April 2013, RightCom is the leader in customer experience management in Africa. The company, which specializes in cloud-based customer experience (CX) management software, has become a one-stop shop for all customer experience needs, adding management consulting and outsourcing (CX BPO) to its enterprise software suite and distribution agent network.

As part of its efforts to expand its client portfolio, RightCom is hiring an Account Manager to manage and develop strategic client accounts. You will serve as the primary point of contact for a portfolio of clients and play a key role in ensuring client satisfaction, fostering loyalty, and driving revenue growth.

Primary Responsibilities :

Manage the operational and strategic aspects of a client portfolio, enhance client value, identify upselling opportunities, and ensure an optimal customer experience over the long term.

Key Responsibilities :

Customer Relationship Management

• Serve as the primary point of contact for customers after the deployment phase.
• Build a relationship of trust with customers, from regular follow-ups to proactive problem-solving.
• Facilitate customer follow-up meetings (QBRs, usage reports, strategic workshops).
• Ensure ongoing satisfaction and track relationship KPIs (NPS, CSAT, churn risk).

Account Development & Upselling

• Identify opportunities for additional or cross-selling (new modules, users, services, etc.).
• Work closely with the product, tech, and customer success teams to anticipate needs.
• Prepare sales proposals and negotiate contract amendments or renewals.
• Manage renewals, contract extensions, and renegotiation phases.

Customer Performance Tracking & Reporting

• Produce regular reports on account health: usage, performance, incidents, and feedback.
• Share useful customer insights with the Product team (frictions, recurring needs, new expectations).
• Track customer activity KPIs (activations, usage rates, open tickets, support history).

Internal Coordination

• Work with the Delivery, Support, CSA, and Tech teams to ensure commitments are properly fulfilled.
• Manage customer escalations and oversee responses to major incidents.
• Help structure Account Management processes with the rest of the Sales & CX team.

Desired Qualifications :

• Experience : 3 to 5 years in a similar role (Account Manager, Customer Success Manager, Key Account Executive, etc.), ideally in a SaaS, tech, or B2B services environment.
• Education : Bachelor’s or Master’s degree in business, communications, management, or equivalent.
• Excellent ability to communicate, negotiate, and build long-term relationships.
• Strong results-oriented mindset, customer focus, and organizational skills.
• Proficiency with a CRM (HubSpot, Salesforce, etc.) and reporting tools.
• Fluency in French required; English is a plus.

What we offer :

• A portfolio of strategic clients to manage independently.
• Direct recognition for results and the quality of client relationships.
• Young, dynamic teams committed to customer satisfaction.
• Competitive compensation (fixed + variable based on client retention and upselling).
• Opportunities for advancement to roles such as Key Account Manager, Head of Customer Success, or Sales Director.

Work location : Accra, Ghana / Lagos, Nigeria

Do you enjoy building strong relationships, supporting clients over the long term, and contributing to their success? Join RightCom as an Account Manager and become their day-to-day strategic partner.