Head Service Assurance and Client Success at IpNX Nigeria Limited

• As Head, Service Assurance & Client Success, you will serve as the voice of the customer, ensuring service delivery consistently meets — and exceeds — contractual commitments across Managed LAN/Wi-Fi, Unified Communications, Network Security, and Professional Services.
• This role has direct impact on revenue retention, renewal rates, and customer lifetime value.

What You’ll Lead:

• SLA Ownership & Service Performance Drive 98%+ SLA compliance across customer contracts
• Monitor performance dashboards and eliminate SLA surprises
• Lead proactive service improvement initiatives
• Customer Success & Relationship Management Oversee onboarding and service activation for enterprise customers
• Conduct executive service reviews and build strong stakeholder relationships
• Track CSAT (>85%) and improve NPS quarter-over-quarter
• Escalation & Crisis Management Serve as primary escalation point for critical customer issues
• Lead cross-functional response with NOCC, FOAS, and PMO
• Ensure timely communication and root cause analysis
• Renewals, Retention & Growth Drive 90%+ contract renewal rate
• Identify upsell/cross-sell opportunities
• Reduce churn through proactive engagement
• Operational Capacity Building Build scalable SACS processes
• Develop graduate trainees/interns
• Establish structured reporting and service governance frameworks

What You Bring:

• 7–10 years’ experience in Customer Success, Service Delivery, or Account Management (B2B/Enterprise)
• Minimum 3 years in a leadership or senior individual contributor role
• Strong experience managing SLAs and service performance metrics
• Telecom, IT Services, or Managed Services background preferred
• Deep understanding of CSAT, NPS, churn, and retention frameworks
• Strong stakeholder management and escalation leadership skills

Mandatory Certification (at least one):

• ITIL v4 Foundation (or higher)
• Certified Customer Success Manager (CCSM)
• PMP or PRINCE2 Foundation