Client Service Representative

1. Retention & RenewalsOwn 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 & ExpansionDrive 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 ReviewsRun 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 CoordinationAct 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 reporting manager with clear context and recommended actions.

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).Comfortable owning revenue-linked outcomes and coordinating across technical, commercial and finance teams.Good communication skills in Mandarin and English.

Why Join Us:

Be part of a fast-growing regional cloud technology partner serving APAC markets.Work with leading cloud platforms and technology partners.Own the commercial health and growth of OneCloud's client base, turning satisfied clients into expanding, long-term revenue.Work in a collaborative, high-performance environment focused on growth, execution and innovation.Grow with a team that values ownership, structure, discipline and working as One Team.