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Joseph Ikotun

@josephikotun

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Customer Success Manager with 8+ years driving Microsoft 365/Azure adoption, renewals, and retention outcomes.

Canada

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What I'm looking for

I’m looking for a dedicated Customer Success role where client outcomes are the primary measure of success—driving adoption, retention, and expansions through proactive health monitoring, clear licensing value, and trusted-advisor relationships.

I’m a Customer Success professional with 8+ years at Softchoice, one of Canada’s leading Microsoft partners. I specialize in turning complex licensing and technology strategy into clear business value for enterprise and mid-market clients.

I’ve built a reputation for driving consistent retention results by managing the full customer lifecycle—health monitoring, proactive touchpoints, escalation management, and QBR alignment. My focus is always on client outcomes first, so renewals become expansions through trusted advisor relationships.

As a Supervisor in Microsoft Licensing Operations, I led end-to-end lifecycle work across 40+ enterprise accounts. I also mentored licensing specialists, redesigned operational workflows to reduce issue resolution time, and proactively communicated Microsoft licensing roadmap changes (EA, CSP, MPSA) to help prevent at-risk renewals and surface upsell opportunities.

Earlier, I led Microsoft licensing presales strategy and customer success programs, delivering tailored licensing proposals and resolving complex escalations with strong first-contact resolution. I’ve also guided teams and clients through adoption and training for Microsoft 365, Azure, and EA licensing—continuously improving engagement, time-to-value, and satisfaction.

Experience

Work history, roles, and key accomplishments

Supervisor, Licensing Ops

Softchoice

Aug 2023 - Nov 2024 (1 year 3 months)

Led operations for Microsoft licensing customer lifecycle management across 40+ enterprise and mid-market accounts, improving renewal outcomes through proactive health monitoring, touchpoints, and escalation management. Redesigned workflows based on client feedback loops, reducing issue resolution time and improving customer satisfaction metrics quarter-over-quarter.

Customer Lifecycle Management CSP Microsoft 365 Azure Renewal Management Escalation Handling QBR Facilitation

Supervisor, Licensing Presales

Softchoice

Apr 2022 - Aug 2023 (1 year 4 months)

Directed Microsoft licensing presales strategy and customer success programs to maximize retention and client value. Managed complex escalations with a high first-contact resolution rate and implemented process improvements that reduced presales response time and improved retention and satisfaction.

Microsoft 365 Azure Escalation Management Stakeholder Engagement Client Retention Process Improvement QBR Facilitation

Team Lead, Licensing Presales

Softchoice

Apr 2021 - Apr 2022 (1 year)

Guided Microsoft licensing presales activities and client training to ensure effective adoption of Microsoft 365, Azure, and EA licensing programs. Improved engagement through coaching and proactive communication, reducing onboarding friction and accelerating time-to-value for enterprise clients.

Client Training Microsoft 365 Azure Relationship Management Consultation Pre sales Support Onboarding

Microsoft Licensing Representative

Softchoice

Jul 2018 - Apr 2021 (2 years 9 months)

Served as a trusted Microsoft licensing advisor, delivering pre-sales guidance and relationship management across a diverse client base to improve solution adoption and maintain high client satisfaction. Streamlined client onboarding, license management, and issue resolution while communicating licensing updates and compliance requirements.

Microsoft Licensing Advisory Microsoft 365 Azure License Management Pre sales Support Onboarding & Support Compliance Requirements

Territory Sales Representative

Softchoice

Jun 2016 - Jun 2018 (2 years)

Managed SMB client relationships through consultative selling, consistently exceeding sales and satisfaction targets by aligning solutions to client needs and market opportunities. Delivered client-focused retention strategies that increased repeat business, referrals, and customer lifetime value.

Consultative Selling SMB Account Management Client Retention Relationship Management Client Outcomes Sales Target Achievement Customer Satisfaction