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.You Will
Verify customer entitlements vs contract: review customer set-up in systems, validate users, updates systems, and input customer information
Dispatch Deliveries and Schedule Support Program Deliveries: Validate contract credits, create dispatch in systems, communicate dates, manage scheduling and rescheduling
Capture and Triage new Support Needs: Create support needs based on recommendations and align to a delivery project
Prepare for Support Delivery Projects & present findings to Customer Success Account Managers (CSAM)
Generate a Support Project Proposal Summary: Create a delivery project in systems
Meeting Prep and Post Meeting Activities: action post meeting items as directed by CSAM, track progress and provide updates to CSAM
Renewal Process Support: Do standard customer research to be used during the renewal process by CSAM
Reactive Support Governance: Track and manage case histories and ensure expected SLA/outcomes met for and assist with high impact escalations
Develop a good level of process & product knowledge to speak intelligently to customers and successfully address specific objections
Clearly document and track qualitative feedback and quantifiable measurements
Initiate steps through appropriate communication channels to address customer concern
Ensure a high level of professionalism during all interactions with customers
Collaborate with cross functional teams and management to drive a superior customer experience
Follow guidance from more senior staff, as needed
Follow established procedures
Prepare quotes for contract renewal and RFP/RFI responses
Maintain quote documentation with accurate pricing and configurations
Ensure the integrity of client information maintained in the database systems
Update and manage Excel spreadsheets
Deal with external and internal queries in a professional, client-orientated manner
Perform bookings (Purchase Order processing) and booking reconciliation
Perform quality assurance (QA) self-checks and peer-checks
Develop skills and subject matter expertise to successfully perform quality assurance and begin to identify areas for improvement
Seek counsel and guidance from more senior Sales Support staff and management, as needed
Prioritize tasks to meet deadlines, paying attention to details
Able to handle medium to high priority escalation items, while escalating most complex items to management for review and consideration
Effectively maintain and improve Knowledge Base Tool
Effectively identify and call out operational risks to management for review and consideration
Understand and participate in KMIP (Know, Measure, Improve, Perfect) methodology in daily activities, as relevant to role
Other duties, as assigned
You Have/Are
Local Malaysian
Graduates with a Diploma/Degree, minimum of 5 years relevant working experience preferred
Intermediate to moderate knowledge in Microsoft Office suite (Word, Excel, PowerPoint)
Strong attention to detail
Possess effective verbal and written communication skills
Handle confidential information with complete integrity
Proven success in administrative tasks, organization of work materials, prioritization, and adherence to deadlines
Global mindset and the willingness to support strategic deals across the entire company
Practical and business-minded approach to contract negotiation
Ability to quickly gain expertise with new tools and the agility to adopt new systems that replace the old
Ability to identify, analyze, problem-solve, and begin to recommend corrective action for moderately complex issues
Ability to balance an appropriate level of risk for achievement of the company’s strategic objectives with protection of the company’s legal and corporate interests
Ability to prioritize, adapt and work with cross-functional teams in a dynamic global work environment under limited supervision
Ability to focus on customer needs and communicate with higher level staff, as needed
Ability to follow scripts and/or processes according to contractual agreements
Ability to multi-task, prioritize, and manage time effectively
Ability to follow established procedures and practices
Out-of-the-box thinker with creative ideas for solving complex problems
Excellent Communication Skills - verbal, listening, and writing
Working knowledge of Microsoft products is an added advantage.
Privacy and Information security
Adhere security requirements in the process.
Protect the privacy of personal information.
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
5 days work week (Mon - Fri, 7am-4pm/8am-5pm/9am-6pm)
KL Office is located at 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 KiaraLanguage Requirements:
English (Required)Time Type:
Full timeIf you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents