Agensi Pekerjaan CS MALAYSIA Hiring! Full Time Customer Service Manager in Federal Territory - Ricebowl

Role & Responsibilities:

• Manage the commercial health of existing customer accounts, focusing on customer retention, contract renewals, cloud consumption growth, and account expansion.
• Own the end-to-end renewal cycle, including contract tracking, account health monitoring, and proactive renewal planning.
• Identify upselling and cross-selling opportunities across OneCloud's cloud platforms and managed services.
• Conduct regular customer engagement sessions, including Quarterly Business Reviews (QBRs), to strengthen customer relationships and drive long-term success.
• Collaborate closely with Business Development, Technical Account Managers (TAM), Presales, Solutions Architects, Finance, and Marketing to ensure customer success and business growth.
• Monitor customer health, identify churn risks, and implement retention strategies.
• Act as the commercial point of contact for customers while coordinating with internal technical teams for service delivery.

Qualifications/Requirements

• Bachelor's Degree in Business, Marketing, Information Technology, Communications, or a related field.
• 3–5 years of experience in customer service, account management, customer success, renewals, or post-sales management.
• Experience in the cloud, SaaS, IT services, or B2B technology industry is highly preferred.
• Good understanding of cloud consumption and billing models.
• Strong commercial awareness, relationship management, and stakeholder management skills.
• Data-driven mindset with experience monitoring customer health, retention, and account growth.
• Good communication skills in both Mandarin and English.
• Comfortable working with cross-functional teams and managing revenue-related customer outcomes.