Velvot Nigeria Limited is a modern digital transformation firm specializing in business?critical emerging technology solutions built on Microsoft technologies. As a platform?neutral partner to Microsoft, Google, and Amazon, we deliver cloud consulting, IT services, cloud migration, and tailored digital solutions to our clients.
We are recruiting to fill the position below:
Job Position: Subscription & Customer Success Executive
Job Location: Surulere, Lagos
Employment Type: Full-time
Job Purpose
- The Subscription & Customer Success Executive is responsible for managing the complete lifecycle of customer subscriptions and recurring services, ensuring customer satisfaction, driving customer retention, supporting revenue growth through renewals and account expansion, coordinating licence provisioning and billing activities, and ensuring customers derive maximum value from EnrolWeb's solutions and services.
- The Subscription & Customer Success Team owns all recurring customer services from onboarding to renewal, upgrade, downgrade, cancellation, and retention, regardless of vendor, product, or platform.
Key Responsibilities
Customer Success & Retention:
- Build and maintain strong relationships with customers to ensure long-term retention and satisfaction.
- Ensure customers successfully adopt and utilise subscribed products and services.
- Conduct periodic account reviews to understand customer needs, challenges, and growth opportunities.
- Proactively identify at-risk customers and implement retention strategies.
- Maintain high levels of customer engagement and satisfaction throughout the customer lifecycle.
Subscription Lifecycle Management:
- Manage customer subscriptions from onboarding through renewal, upgrade, downgrade, and cancellation.
- Maintain accurate records of all customer subscriptions, licences, and service agreements.
- Monitor subscription usage, renewal schedules, and service expiration dates.
- Ensure timely processing of renewals and service continuity for all assigned customers.
- Coordinate the onboarding of new customers and ensure successful activation of subscribed services.
Renewal Management:
- Develop and execute renewal plans for assigned customer accounts.
- Send renewal reminders and follow up with customers before subscription expiration.
- Work closely with customers to secure timely contract and subscription renewals.
- Track renewal performance and implement initiatives to improve renewal rates.
- Minimise customer churn and service cancellations.
Account Growth & Revenue Expansion:
- Identify opportunities to upsell and cross-sell products and services across the EnrolWeb portfolio, including domains, hosting, Microsoft 365, Zoho solutions, cloud services, website development, managed services, and cybersecurity offerings.
- Collaborate with Sales and Technical teams to develop and close expansion opportunities.
- Support account growth initiatives and contribute to recurring revenue targets.
- Develop account growth plans for strategic customers.
Licence Provisioning & Administration:
- Coordinate the provisioning, assignment, renewal, upgrade, downgrade, and cancellation of licences and subscriptions.
- Maintain licence inventory records and monitor utilisation levels.
- Ensure subscription records accurately reflect customer entitlements and service configurations.
- Work closely with Technical Support teams to ensure timely service delivery.
Proposal & Solution Design Support:
- Prepare renewal proposals, quotations, subscription recommendations, and service upgrade proposals.
- Support Sales teams with licensing guidance, subscription planning, and solution recommendations.
- Participate in customer discovery sessions and account planning activities.
- Contribute to solution proposals involving Microsoft 365, Zoho, cloud services, hosting, domains, and managed services.
Vendor & Partner Management:
- Maintain working knowledge of vendor programmes, licensing models, partner incentives, and promotions.
- Coordinate with vendors, distributors, and partner account managers regarding customer opportunities and renewals.
- Support joint customer engagements and co-selling opportunities where applicable.
- Stay informed about product updates and communicate relevant opportunities internally.
Billing & Revenue Assurance:
- Coordinate invoicing activities with Finance and ensure accurate customer billing.
- Monitor outstanding renewal invoices and support collection efforts where required.
- Verify subscription records against vendor billing and customer invoicing.
- Assist in reducing billing discrepancies and revenue leakage.
Reporting & Documentation:
- Maintain accurate records in CRM, subscription management, billing, and approved business systems.
- Prepare periodic reports on renewals, churn, retention, licence utilisation, and recurring revenue performance.
- Document customer interactions, account reviews, and subscription activities.
- Ensure all customer records are complete, accurate, and up to date.
Requirements
Qualifications:
- Bachelor's Degree or HND in Business Administration, Marketing, Information Technology, or a related field.
Experience:
- Minimum of 2 years ofexperience in customer success, account management, subscription management, sales operations, or a related role.
- Experience working with SaaS, cloud services, software licensing, hosting, or technology products is an advantage.
- Experience with CRM and subscription management platforms is desirable.
Skills & Competencies:
- Customer relationship management
- Subscription and licence management
- Account growth and retention
- Proposal preparation and quotation management
- Communication and negotiation skills
- Analytical and reporting skills
- Attention to detail
- Problem-solving and customer service orientation
- CRM and business systems proficiency
- Time management and organisation.
Salary
N200,000 - N250,000 / month.
Method of Application
Interested and qualified candidates should send their CV to: [email protected] using the Job Position as the subject of the email.
