Job Title:
Associate Manager, B2B Sales Support (English Speaker)
Job Description
Imagine being able to partner with global technology leaders in a company that cares about YOU – your professional growth, your success, and your community.
We are looking for an Associate Manager, B2B Sales Support (English Speaker) to join our team. Today.
We are Concentrix. We are dedicated to creating success for our clients, the communities around us and each other. We provide outsourced inside sales, customer success, renewals management, and channel management solutions for the world's greatest brands.
At Concentrix, you will be part of our diversified team that makes an impact for our clients. All of this is possible because of the talent you have to offer. The future team member that will love this job will demonstrate the value and benefits of our services by supporting our sales teams. Reporting to a sales support manager, you will research sales contracts, make price quotations, and maintain process integrity for a variety of administrative tasks. Along the way you will have access to excellent training opportunities to grow and enhance your skills and career. At Concentrix, you can truly Own Your Future!
The Associate Manager, B2B Sales Support is responsible for supervising the daily activities of the Sales Support team to ensure effective client support and adherence to Service Level Agreements (SLAs). This position manages team performance, conducts workload analysis, and engages with clients/sales teams to align on Key Performance Indicators (KPIs) while driving execution and delivering on strategic objectives. Through effective leadership and communication, he/she/they facilitate a positive team environment to meet client needs in a dynamic and diverse setting.
You Will
Manage and supervise the day-to-day personnel activities of a team (average of fifteen Sales Support Specialists at varying levels), including: monitoring and reviewing staff performance, managing staffing level and related matters
Manage the business Key Performance Indicators (KPIs) through creating and monitoring a variety of reports to measure productivity and SLA compliance for specific client needs, with low to moderate level of complexity
Sales Support Specialist Performance Management: Conduct periodic performance reviews with all direct reports and adhere to the performance management process
Develop reinforced training practices to build knowledge and skills across the team
Run frequent team huddles to coach, motivate, and prioritize on key activities for the day or week
Lead internal operational cadence with sales counterparts to drive desired business outcome
Ensure all new hires in their team complete the Onboarding Certification Program
Lead, coach, and motivate the team to achieve specific business targets and meet assigned performance targets weekly/monthly/quarterly, ensuring high customer satisfaction
Upkeep of documentation which includes knowledge base, process documents, and all review records
Act as a point of escalation for support-related issues and work with relevant parties (internal and or external) towards resolution
Establish regular, timely, and clear communication with sales and support teams and/or client, where applicable
Collaborate with cross-functional teams and management to optimize sales processes and systems
Manage shift scheduling to ensure sufficient support coverage
Ensure high level of professionalism during all interactions with team and client
Effectively partner and build strong business relationships with both internal and external stakeholders to ensure customer expectations are met
Possess an understanding of simple to moderate complex client environment(s) and expectations to successfully deliver to strategic client objectives
Other duties, as assigned
You Are/Have
Malaysia citizen
Graduates with a Diploma/Degree, minimum of 5 years relevant working experience in BPO industry (preferred)
Ability to manage, prioritize, and communicate competing deadlines
Ability to multi-task in a high-volume transactional environment
Ability to direct specific tasks through prescribed processes, as well as identify, document, and implement improvements
Ability to work effectively across different functions within CNX SREV Malaysia Sdn Bhd and external clients
Consistent track record of success with a passion for exceptional customer experience and driving team results
Demonstrated ability to communicate quickly and succinctly in CRM workflow, email, voice and instant messaging (IM)
Experience with process improvement/standardization
Strong working knowledge of Microsoft Office Suite. Specifically, intermediate Excel and PowerPoint skills required
Microsoft Dynamics CRM or comparable CRM systems experience
Results-driven, analytically proficient with an operational outlook
Good listening and problem-solving skills
Excellent verbal and written communication skills, both internally and externally
Display high level of integrity and professionalism at all times
Understanding of client environments
Proven aptitude to learn new technology and data
Prior experience with Salesforce.com preferred
Prior people management, leadership, and coaching skills preferred
Privacy and Information security
Our Benefits and Perks
Group Term Life Insurance
Group Health Insurance with coverage for dependents
Flexi-benefit (Dental, vision, gym, broadband internet, birthday, maternity, healthcare screening, language classes)
Employee Assistance Program
Rewards and Recognition Program
Learning and Development Program
Fun & Diversity Employee Engagement
Accommodation and Diversity
We have always been and will always be committed to the principle that everyone at Concentrix, regardless of who they are, where they hail from, the color of their skin, who they worship, or who they love, has equal opportunity, with policies and values which codify this, across all the countries where we are based. All qualified applicants will be considered without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin or disability.
Other information
Working Arrangement: Hybrid with a minimum of 3 full days working from the office (WFO) **subject to change depending on business need
Working Hours: Monday to Friday (APAC hours but subject to business need & region supported)
Office Location: Wisma, 1, Jalan Kiara, Mont Kiara, 50480 Kuala Lumpur
If this sounds like an interesting opportunity, hit apply!
*Only shortlisted candidates will be contacted
Location:
MYS Kuala Lumpur - Lvl 15 Wisma Mont Kiara, 1 Jalan Kiara
Language Requirements:
English (Required)
Time Type:
Full time
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