Overview
Customer Service Manager Jobs in Greater Kuala Lumpur at Agensi Pekerjaan CS MALAYSIA Sdn Bhd
Title: Customer Service Manager
Company: Agensi Pekerjaan CS MALAYSIA Sdn Bhd
Location: Greater Kuala Lumpur
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.
