B2B Sales Support Manager — KPI & SLA Excellence

Concentrix; Kuala Lumpur; On-site; MYR 90,000 - 180,000; Full time

Job summary

Concentrix is seeking an Associate Manager, B2B Sales Support in Kuala Lumpur to supervise the Sales Support team, ensuring client satisfaction and SLA adherence. You will align KPIs with sales and clients, drive execution, and lead performance reviews in a dynamic environment.

The role requires strong leadership, clear communication, and collaboration across cross-functional teams to optimize processes and improve the customer experience for assigned clients.

Qualifications

• Experience leading a Sales Support or operations team.
• Familiarity with KPI tracking and performance reviews.
• Strong communication and client-facing collaboration skills.

Responsibilities

• Supervise day-to-day activities of a Sales Support team to ensure client support and SLA adherence.
• Monitor performance metrics and staff-related matters to support team development and engagement.
• Conduct regular performance reviews and ensure adherence to performance management processes.
• Identify and develop succession plans for potential leaders within the team.
• Facilitate management meetings to update on business progress and motivate team members.
• Lead internal reviews and alignment meetings with clients and sales counterparts to achieve outcomes.
• Collaborate with cross-functional teams to optimize processes and enhance customer experience.

Skills

Team leadership

KPI management

Stakeholder collaboration

Job description

Concentrix is seeking an Associate Manager, B2B Sales Support in Kuala Lumpur to supervise the Sales Support team, ensuring client satisfaction and SLA adherence. You will align KPIs with sales and clients, drive execution, and lead performance reviews in a dynamic environment.

The role requires strong leadership, clear communication, and collaboration across cross-functional teams to optimize processes and improve the customer experience for assigned clients.