HEAD, CUSTOMER ENGINEERING AT RALDS & AGATE | CUSTOMER ENGINEERING JOBS IN LAGOS

About Company:

Ralds & Agate is a Business Management Consulting firm focused on providing People and Process related solutions to businesses, communities and organizations within and outside Africa. Our focus is on People and Processes. Developing the potential within our people. to improve business practices, unleash creativity and enhance industrial productivity.

Job Description:

We are seeking an exceptionally authoritative, systems-thinking, and elite Head of Customer Engineering (CE) to architect, scale, and lead our Customer Engineering function from our Lagos hub. Operating as a critical strategic "player-coach," you will be the absolute owner of the post-sale value delivery engine. You will be tasked with building the operational blueprints, reusable asset systems, and technical tracking frameworks that allow the CE unit to scale efficiently without a proportional increase in headcount.

This is a premier, high-visibility role engineered for a seasoned technical leader with deep domain expertise in global cybersecurity, enterprise risk, and compliance frameworks. You will directly anchor our most strategic enterprise accounts ($250K+ ACV) and lead Quarterly Business Reviews with C-suite stakeholders (CISOs, CROs, CCOs). Concurrently, you will serve as the core technical bridge between customer intelligence and product engineering ensuring our platform roadmap directly anticipates complex regulatory changes across Africa, Europe, and global jurisdictions.

Requirements:

1. Operating Model Design & Customer Engineering Scaling

• Functional Architecture: Design, continuously refine, and deploy the CE team’s core operating model—managing work segmentation, account prioritization, and highly scalable value delivery frameworks.

• Knowledge System Automation: Build a centralized, reusable asset repository. Enforce a strict engineering discipline: after every 2–3 successful deployments, extract at least one highly reusable artifact (e.g., automated scripts, compliance checklists, dashboard templates, integration runbooks) to eliminate manual repetition.

• Tool Stack Optimization: Streamline and consolidate the team’s internal tool stack into a single unified workspace, systematically freeing engineers from administrative overhead so they can focus entirely on deployment.

• Capacity & Role Alignment: Manage precise technical capacity planning against our active fulfillment pipeline, applying strength-based role adjustments to balance technical engineering depth against commercial customer-facing acumen.

2. Strategic Enterprise Account Leadership

• Elite Account Ownership: Personally manage our highest-value, strategically vital enterprise relationships, operating deeply embedded within these accounts rather than directing from a distance.

• C-Suite Advisory: Lead complex Quarterly Business Reviews (QBRs) and steering committees with executive enterprise stakeholders (CISOs, CCOs, CROs, and Board sponsors), positioning our platform as their long-term governance transformation partner.

• Commercial Expansion Execution: Identify, nurture, and close expansion opportunities within strategic accounts—driving revenue growth via new compliance frameworks, cross-border multi-entity extensions, and supply chain risk modules.

3. KPI Ownership & Performance Management

• Metrics Governance: Take absolute ownership of the CE function's holistic KPI architecture across delivery speed, product adoption, commercial expansion contribution, and strategic impact.

• Weekly Performance Rhythms: Chair our high-impact weekly 30-minute KPI review, tracking critical metrics: Time to Governance Value (T2GV), fulfillment cycle time, multi-stakeholder user adoption rates, NRR (Net Revenue Retention) contributions, and customer health scores.

• Variance Analysis: Conduct deep monthly variance audits to clearly isolate systemic product fulfillment bottlenecks from localized, one-off account issues, rapidly updating team playbooks to prevent reoccurrence.

• Psychological Safety: Hold team members strictly accountable to quantitative governance outcome metrics (not passive activity trackers) while maintaining a highly supportive culture of psychological safety.

4. Team Building, Onboarding & Talent Development

• Elite Talent Acquisition: Own the full CE recruitment pipeline—defining specialized role profiles, designing technical and behavioral screening tasks, and prioritizing long-term quality over speed in hiring decisions.

• 90-Day Onboarding Blueprints: Structure and maintain an intensive 90-day technical onboarding program, pairing incoming CEs with seasoned engineers across their first 3–4 deployments to ensure consistent delivery quality.

• Specialist Track Cultivation: Build technical depth across specialized domain tracks—including cloud compliance architectures, multi-entity corporate governance, and Data Security Posture Management (DSPM)—ensuring no critical domain expertise is siloed.

• Regulatory Briefing Delivery: Deliver quarterly executive regulatory briefings to internal teams and clients, analyzing shifting compliance laws to determine required platform configuration adjustments.

5. Go-To-Market & Product Intelligence Partnership

• Technical Sales Authority: Act as the ultimate technical authority during the enterprise pre-sales cycle, joining strategic discovery sessions, framing Proof of Value (POV) criteria, and securing contract clarity before signatures to eliminate post-sale surprises.

• Reference Customer Activation: Cultivate an active reference customer network, hitting target thresholds across our Strategic ($\ge$40%), Mid-Market ($\ge$50%), and SMB ($\ge$75%) tiers.

• Roadmap Infusion: Serve as the chief CE interface to Product and Engineering leadership, ensuring at least 50% of the forward-looking product roadmap is directed by structured customer intelligence rather than internal assumptions.

• Product Enhancement Leadership: Co-lead the monthly Product Enhancement Council, presenting verified customer feedback themes, prioritizing high-impact feature updates, and driving the productization of custom scripts into native platform features.

Qualifications and Skills:

Experience & Track Record

• Domain Longevity: 8+ years of experience operating in high-tier, customer-facing technical delivery or consulting roles, with at least 3+ years directly leading Customer Engineering, Professional Services, or Solutions Architecture teams in B2B SaaS.

• Functional Scaling: A verifiable track record of building, structuring, or significantly scaling a Customer/Sales Engineering department from the ground up, including end-to-end KPI ownership and recruitment design.

• Deal Velocity: Direct experience managing enterprise accounts worth $250K+ ACV (Annual Contract Value), with deep proficiency in handling complex scope disputes, technical workarounds, and expansion negotiations.

Expert-Level Knowledge & Competencies

• Global Frameworks: Expert-level command of global enterprise compliance frameworks, cybersecurity baselines, and risk standards: ISO 27001, SOC 2, PCI-DSS, ISO 22301, HIPAA, GDPR, NIS2, and DORA.

• Regional Regulations: Comprehensive, practical operational understanding of key African data privacy and financial frameworks, specifically NDPR (Nigeria), POPIA (South Africa), and CBN Risk-Based Supervision (RBF) guidelines.

• AI Governance Literacy: Strong advisory-level awareness of emerging global AI governance models, cross-border data sovereignty parameters, and the practical implementation details of the EU AI Act.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send their CV to: recruitment@raldsandagate.com using the Job Position as the subject of the email.