Customer Experience Lead

5 days ago

Lekki, Lagos, Nigeria Wragby Business Solutions & Technologies Limited Full time ₦4,800,000 - ₦80,000,000 per year

Job Brief: As the Customer Experience Lead, you will not only manage mission-critical customer relationships but also shape customer success strategy, mentor junior consultants, and collaborate with cross-functional teams to ensure adoption, retention, and expansion of Wragby's product offerings.

This position is ideal for a proven leader who thrives at the intersection of technology, business transformation, and customer value realization.

Key Responsibilities

Strategic Customer Engagement

  • Serve as the executive-level trusted advisor for high-value public sector accounts, ensuring alignment between customer business goals and Wragby's solutions.
  • Lead strategic account planning, identifying risks, growth opportunities, and long-term partnership strategies.
  • Facilitate executive business reviews (EBRs) with C-level stakeholders, driving strategic alignment and showcasing value.

Product & IP Adoption

  • Lead onboarding and enablement programs, ensuring successful adoption of our proprietary products and IP.
  • Advise on best practices, governance, and optimization for Microsoft Cloud technologies and Wragby's tailored solutions.
  • Monitor usage trends, adoption health, and recommend interventions to maximize ROI.

Value Delivery & Advocacy

  • Define success metrics with customers and deliver success plans aligned to business goals.
  • Position Wragby as a strategic partner by continuously demonstrating innovation and value realization.
  • Championing the customer voice internally, ensuring product and service improvements reflect customer needs.

Growth & Expansion

  • Collaborate with Product Sales and Business Development teams to identify, qualify, and execute upsell and cross-sell opportunities.
  • Drive expansion of Wragby's footprint within public sector organizations by mapping opportunities and influencing decision-makers.
  • Support bid responses, proposals, and presentations were required.

Skills & Technical Competencies

  • Experience with CRM tools (e.g., Salesforce, HubSpot, Dynamics 365) and CS platforms (e.g., Gainsight, ChurnZero, Totango).
  • Familiarity with SaaS business models, subscription lifecycles, and metrics such as churn, NRR, and ARR.
  • knowledge of cloud technologies (Microsoft 365, Azure, AWS, or Google Cloud) is an advantage.
  • Proficiency in productivity tools (Excel/Sheets, Power BI/Tableau for reporting, or similar).
  • Strong communication and interpersonal skills, with empathy and customer-first mindset.
  • Demonstrated success in public sector enterprise account management and customer success leadership.
  • Strong commercial acumen with a track record of influencing multimillion-dollar deals.
  • Exceptional stakeholder management and communication skills, capable of influencing C-suite executives.
  • Strong analytical and strategic thinking, with ability to translate insights into action plans.
  • Proven experience in executive presentations, business reviews, and transformation roadmaps.
  • Collaborative leadership style with ability to drive cross-functional execution.

Qualifications required:

  • Bachelor's degree in business administration, IT, or related field required (Master's degree or CSM certification preferred).
  • 8–10+ years of experience in Customer Success, Strategic Consulting, or Enterprise Account Management.

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