RightCom is a cloud-based software company founded in April 2013. We provide customer experience management service and a complementary suite of enterprise software focused on survey and data collection, customer service management, queue management, digital signage, facial analysis, customer success, appointment booking, and data analytics. We are the #1 CX platform in Africa.
We are recruiting to fill the position below:
Job Title: Account Manager, Anglophone Africa
Location: Nigeria
Department: Customer Success, Marketing
Job Description
- As part of its efforts to expand its client portfolio, RightCom is hiring an Account Manager to manage and develop strategic client accounts.
- 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.
- 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.
Application Closing Date
Not Specified.
https://www.hotnigerianjobs.com/hotjobs/928520/account-manager-anglophone-africa-at-rightcom.html