About this job

The Company
RightCom has been revolutionizing customer experience in Africa for more than a decade. Creating innovative experiences that make customer journey seamless, personalized, simple and outstanding, RightCom empowers businesses in approximately 20 markets to join and thrive in the experience economy.

Our CX platform – RightCom XP – allows businesses to anticipate customer needs and identify upselling and cross-selling opportunities regardless of the touchpoint (mobile app, website, location, contact center, as well as agent network) while RightCom OS offers next-gen managed services.

Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Creativity, Trust, and Customer Success. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Description Summary:

The Key Account Manager is a key driver of client success, responsible for managing relationships, overseeing account strategy, and identifying opportunities for growth. Acting as a trusted advisor, this role ensures seamless onboarding, product adoption, and ongoing support while advocating for client needs and aligning them with RightCom’s strategic goals.

Responsibilities:

• Develop and execute account strategies aligned with RightCom’s vision to deliver sustainable, long-term value for clients and RightCom.
• Is accountable for client account and owns senior strategic relationships, positing themselves as a trusted advisor.
• Drive Sales cycle for new logos, pursue new business through strategic prospecting including hosting events and leveraging referrals.
• Negotiate and manage complex commercial terms, contracts, and agreements to achieve mutually beneficial outcomes.
• Drive revenue retention, upsell, and cross-sell opportunities, consistently achieving sales quotas and exceeding KPIs.
• Build and maintain strategic relationships with Client, driving alignment with client goals and RightCom’s solutions.
• Anticipate future client needs through deep insights, fostering executive-level alignment and long-term partnership opportunities.
• Lead the overall strategy and delivery of RightCom’s solutions, ensuring alignment with client priorities and driving shared success.
• Oversee ongoing client operations, ensuring seamless onboarding, integration, and a positive customer experience.
• Monitor and enhance account health, proactively identifying and mitigating risks to client satisfaction, success.
• Drive client retention, including churn mitigation / negotiation, and renewal processes.
• Coordinate cross-functional teams to deliver results in line with account plans and client expectations, ensuring operational excellence.
• Collaborate with internal teams to manage pipelines, accurately forecast revenue, and report on sales activities and outcomes.
• Leverage competitive and industry insights to refine account strategies and influence RightCom’s broader business initiatives.
• Advocate for client needs within RightCom, driving innovation and ensuring solutions align with evolving market demands.
• Build strong partnerships with internal and external stakeholders to maximize impact and ensure alignment of technical and commercial goals.
• Inspire collaboration, adaptability, and continuous learning within the team to deliver exceptional outcomes for clients and RightCom.
  
  

Qualifications:

• 7+ years of experience in account management, client success, or sales, ideally within technology, telecom, or financial services industries, with a focus on driving client growth and retention.
• A deep understanding of digital transformation, SaaS, and cloud solutions, with familiarity in tech products and digital platforms as a strong advantage.
• Proven success managing high-value accounts, delivering strategic account plans, and achieving sales quotas through retention, upsell, and cross-sell efforts.
• Expertise in building and maintaining strategic relationships with senior executives, acting as a trusted advisor to align client goals with organizational solutions.
• Demonstrated ability to collaborate across cross-functional teams, including product, engineering, and operations, to deliver seamless and innovative customer experiences.
• Strong knowledge of the telecom or BFSI industry, including competitive landscape, market trends, and client needs, to shape and refine strategic account initiatives.
• Exceptional communication and negotiation skills, with a track record of influencing stakeholders and securing mutually beneficial outcomes in complex deal structures.
• Analytical and strategic thinker with a proven ability to identify growth opportunities, address complex challenges, and deliver measurable business results.
• Proficient in using CRM and collaboration tools to manage pipelines, forecast revenue, and report on sales activities with accuracy.
• Collaborative and adaptable, thriving in a fast-paced, dynamic environment while managing multiple priorities and delivering exceptional outcomes.
  
  

What we offer:

RightCom is committed to fair and equitable compensation practices.

Actual Compensation is based on various factors including but not limited to work location, and relevant skills and experience.

The total compensation for this practice may include a performance bonus (or other incentive compensation, as applicable), medical, and other benefits.

You will play a central role in a fast-growing company, with a direct impact on customer satisfaction and loyalty.

You have limitless professional development opportunities in a dynamic and stimulating international working environment.

You have access to constant learning opportunities in the use of best practices and cutting-edge technologies.

Join our team at RightCom as a Key Account Manager to make a significant contribution to our growth and our customers’ success, while shaping the future of customer experience management in Africa.