Job Description

Job Summary

We are looking for a Client Service Representative to manage and grow relationships with our existing clients. This role is responsible for client retention, contract renewals, account expansion, and driving cloud consumption growth across assigned accounts. The successful candidate will work closely with internal teams to deliver an excellent client experience and maximize long-term client value. Technical implementation, solution design, and delivery remain the responsibility of the TAM, Presales, and Solutions Architecture teams. This is an office-based role with no requirement for regular client visits.

1. Retention & Renewals

• Own the renewal cycle for assigned accounts, tracking contract dates, terms, consumption commitments and renewal readiness well ahead of expiry.
• Monitor account health, consumption trends and engagement signals to identify churn, downgrade or contraction risk early.
• Drive on-time renewals and minimize avoidable churn through proactive engagement and clear value demonstration.
• Coordinate with Finance on billing, credit exposure and payment-term matters that affect account health and renewal.

2. Consumption Growth & Expansion

• Drive cloud adoption and consumption growth across assigned accounts, which directly translates into resale revenue.
• Identify cross-sell and upsell opportunities across AWS, Alibaba Cloud, Huawei Cloud, GCP, Tencent Cloud, Cloudflare and OneCloud managed services.
• Partner with Business Development on larger expansion opportunities, providing account context, usage insight and relationship access.
• Build account growth plans that map client roadmaps to additional cloud, security and managed-service value.

3. Client Engagement & Business Reviews

• Run a consistent engagement cadence with assigned accounts, including regular check-ins and structured quarterly business reviews (QBRs).
• Maintain client health scores and net promoter / satisfaction signals, and act on early indicators of dissatisfaction.
• Build trusted relationships with client stakeholders across commercial, technical and decision-making functions.
• Capture and communicate client needs, feedback and roadmap requirements to internal teams.

4. Cross-functional Coordination

• Act as the commercial voice of the client internally, coordinating across Technical Account Manager/Presales, Solutions Architecture, Business Development, Marketing and Finance.
• Work with Technical Account Manager/Presales on technical health and optimization so that commercial and technical account views stay aligned.
• Ensure clean handover from Sales at closed-own, confirming the account starts with complete context, expectations and success criteria.
• Escalate at-risk accounts, recurring issues or unclear ownership to the Chief Marketing Officer with clear context and recommended actions.

Job Requirements

• Bachelor’s degree in business, Marketing, Information Technology, Communications or related fields.
• 3-5 years of experience in Customer Service, Account Management, renewals or post-sales management.
• Experience in cloud, SaaS, IT services or B2B technology environment is strongly preferred.
• Understanding of cloud consumption and billing models, and how usage relates to revenue and retention.
• Strong commercial acumen, relationship management and stakeholder-management skills.
• Data-driven approach to account for health, retention and expansion (health scores, NRR, usage trends).
• Good communication skills in Mandarin and English.
• Comfortable owning revenue-linked outcomes and coordinating across technical, commercial and finance teams.

Skills