Head Service Assurance & Client Success at IpNX Nigeria Limited

We are seeking a strategic and customer-centric leader to own the end-to-end SLA relationship, service quality, and client retention across our Managed Network Services portfolio. 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

If you are passionate about service excellence, customer advocacy, SLA governance, and revenue retention, we would love to hear from you.