Account Representative

Role Overview

The Account Representative owns post-sale relationship management for NetFarmer's client base across HubSpot and MsgBox. The role replaces the current gap where clients have no dedicated contact after onboarding - the Account Representative keeps in regular touch, surfaces and routes issues, and drives renewals and upsells. Reports to the CEO.

Key Responsibilities

• Maintain regular contact with assigned clients by email and phone - check in on usage, collect feedback, keep a warm relationship
• Log client issues and questions, route them to the right technical or delivery team member, and follow through to resolution
• Track each client's contract and renewal date proactively reach out ahead of expiry to secure renewal
• Identify upsell and cross-sell opportunities (e.g. a HubSpot-license-only client who could add onboarding, retainer, or MsgBox) and pursue or hand off as appropriate
• Keep CRM records current: contact history, client status, renewal dates, open issues
• Flag early signs of client dissatisfaction or churn risk to the CEO

Requirements

• Comfortable and warm on the phone and over email genuinely enjoys staying in touch with people
• Organised - able to track a large client portfolio and renewal dates without things slipping
• Basic familiarity with CRM tools (HubSpot experience a plus, not required)
• Prior client service, account coordination, or customer support experience preferred
• Fluent in English and Mandarin (NetFarmer's client base spans Asia and US)

Working Hours & Other Terms

Monday to Friday, 9:00 AM to 6:00 PM. No overtime pay where work outside standard hours is required, time off in lieu may be applied for, subject to manager approval. Full terms to be set out in the employment contract once a candidate is confirmed.