ipNX Nigeria Limited is a leading provider of infrastructure-based Telecommunications and Information Technology services here in Nigeria. Leveraging more than a decade of experience, the company was formed by the divestment of the telecommunications services division of Telnet Nigeria Limited and has been in operation for many years. ipNX currently provides a range of communications and IT services to Corporate organizations within Nigeria on its IP (Internet Protocol) based communications network using both radio and satellite communications technologies. As part of its growth strategy, ipNX seeks to also extend its services to small and medium sized businesses and residential customers. In the long term, ipNX has determined that it needs also to have a strategic presence in the wire line market to ensure that we will be able to provide future services, which require high bandwidth in the last mile.
- 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
Method of Application
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