B2B Sales Support Lead — SLA & KPI Excellence

Concentrix CVG Malaysia Sdn. Bhd.; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Concentrix CVG Malaysia Sdn. Bhd. in Kuala Lumpur is seeking an Associate Manager for B2B Sales Support to lead the daily operations of the Sales Support team, ensuring excellent client service and SLA adherence.

You will drive KPI alignment with clients and sales colleagues, coach staff through performance reviews, and coordinate cross-functional initiatives to deliver on strategic objectives in a dynamic environment.

Responsibilities

• Supervise day-to-day activities of a team of Sales Support to ensure effective client support and adherence to SLAs
• Monitor and review performance metrics and staff-related matters to support team development and engagement
• Conduct regular performance reviews with team members and ensure adherence to the performance management process
• Identify and develop succession plans for potential leaders within the team to maintain a strong talent pipeline
• Facilitate management meetings and team huddles to keep the team informed about business updates and motivate team members
• Lead internal operational reviews and alignment meetings with clients and sales counterparts to achieve desired business outcomes
• Collaborate with cross-functional teams to optimize processes and systems that enhance the customer experience for assigned clients
• Maintain clear and timely communication with sales support teams and clients to meet customer expectations and resolve escalations

Job description

Concentrix CVG Malaysia Sdn. Bhd. in Kuala Lumpur is seeking an Associate Manager for B2B Sales Support to lead the daily operations of the Sales Support team, ensuring excellent client service and SLA adherence.

You will drive KPI alignment with clients and sales colleagues, coach staff through performance reviews, and coordinate cross-functional initiatives to deliver on strategic objectives in a dynamic environment.