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.