Sales Operations Administrator

Acora - IT, Cyber & AI; Kuala Lumpur; On-site; MYR 66,960 - 100,440; Full time

Job summary

Acora - IT, Cyber & AI in Kuala Lumpur seeks a Client Relationship Coordinator to nurture APAC house accounts, drive satisfaction, retention, and growth within a global framework. You will manage client needs, conduct regular check-ins, and support cross-regional accounts while collaborating with Sales, Finance, and Operations to onboard new clients and expand existing relationships.

This role demands proactive client insight, strong communication, and data-driven improvements across the APAC

Qualifications

• Proven experience (3+ years) in client relationship and sales support.
• Excellent written and verbal communication with clients.
• Analytical and problem-solving skills with customer focus.
• Knowledge of CRM platforms (Salesforce, HubSpot) and MS Office.

Responsibilities

• Develop and maintain strong, long-term relationships with APAC customers and drive SQLs to Business Development Managers.
• Act as first line of contact for clients and resolve issues promptly.
• Conduct regular check-ins and schedule Customer Success Reviews to ensure ongoing satisfaction.
• Manage renewals to ensure continuity of support and prevent slippage.
• Identify opportunities for upselling/cross-selling aligned with client needs.

Skills

Client relationship

Sales support

CRM usage

Tools

Salesforce

HubSpot

Job description

Job Title: Client Relationship Coordinator

Engagement: Full-time, permanent

About the role

The Client Relationship Coordinator is responsible for nurturing and managing relationships with existing house accounts, ensuring their satisfaction, retention, and continued business growth.

Based in our Kuala Lumpur office, the primary day-to-day focus of this role is APAC customers. Whilst the role sits within a global structure, the post holder will also provide cross-regional cover in support of other territories when required, such as during periods of sickness or annual leave.

This role requires a proactive approach to understanding client needs, addressing concerns, and driving business strategies that enhance customer loyalty and overall experience.

What you’ll do

Client Relationship Management:

• Develop and maintain strong, long-term relationships with existing APAC customers, manage their existing needs and drive SQL (Sales Qualified Leads) to our Business Development Managers to support expansion of our house accounts. Provide cover for other regional accounts when required due to sickness or annual leave.
• Act as the first line of contact for clients, ensuring seamless communication and timely resolution of issues.
• Conduct regular check-ins with clients to understand their needs, challenges, and opportunities, and schedule Customer Success Reviews to ensure ongoing satisfaction and alignment.

Customer Retention:

• Manage client renewals in a timely manner to ensure continuity of support and maintenance and prevent slippage.

Sales Support and Upselling:

• Identify and act on opportunities for upselling or cross-selling products and services that align with our clients needs.
• Collaborate with Finance and the Client Account Team to ensure smooth onboarding of new clients and expansion of business with existing clients.

Performance Tracking and Reporting:

• Regularly report on client satisfaction, retention, and overall relationship health across the APAC region, providing consolidated reporting to the Global Sales Manager. Contribute to global reporting as required during cross-regional cover periods.
• Log all Client interactions in SFDC (Salesforce.com)
• Analyse client data and trends to develop actionable insights that improve service and client engagement.
• Work closely with the sales, marketing, and support teams to ensure alignment in client strategy and service delivery.
• Provide internal feedback based on client insights to help shape products, services, and processes.
• Provide ad hoc sales support to the Global Sales Manager and CEO as required.

What you’ll bring

• Proven experience (3+ years) in client relationship, sales support, ideally in IT, Data Security or Cyber Security. Experience managing accounts across multiple regions or territories is highly desirable.
• Excellent written and verbal communication skills with the ability to build rapport and trust with clients.
• Strong analytical and problem-solving skills, with the ability to address and resolve customer concerns effectively.
• A client-centric mindset with a focus on delivering exceptional service and experience.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot, etc.) and Microsoft Office Suite.
• Previous experience in IT, Data Security or Cyber Security
• Knowledge of client service best practices and industry trends.
• Strong negotiation and conflict resolution skills.

Who we are

Acora are a progressive full-stack full-service business technology services partner, built for the AI era. Combining the capabilities of a Managed Service Provider (MSP), Managed Security Service Provider (MSSP), IT Consulting, Professional Services and Development company, Acora helps customers achieve breakthrough results - often quicker and at lower risk than they thought possible.

We believe in a better working world, where our customers are confident to fully embrace the AI opportunity and generate economic impact.

Our values

• #1 Be the best you can be
• #2 We do what we say
• #3 Together we win

Interested in becoming an Acoran? Check out the link to our website to read more about us - https://acora.com/

To be considered for this position, you must have full rights to work in the Malaysia.

Equal Opportunities at Acora Group

Acora Group are an equal opportunity employer, committed to providing equal opportunities regardless of race or ethnic origin, gender identity, family situation, sexual orientation, disability, religion or age. We hire our people based on qualifications, merit, skills, and business need.

We are a Level 1 Disability Confident Committed Employer and will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive equitable benefits and all privileges of employment. Please contact us to request any reasonable adjustments.

Join us at Acora in creating a workplace where everyone can succeed and make an impact. We look forward to welcoming you to our team!