SAAS Sales Operations Manager
Salary: RM 6,000 – RM 7,000 per month
This is a new role.
The role is responsible for managing and developing strong relationships with customers across the Asia Pacific region, ensuring a high level of customer satisfaction while supporting the achievement of the Company's business objectives. Serving as the primary point of contact for accounts, the incumbent will manage enquiries, resolve issues, coordinate with internal stakeholders, and identify opportunities to strengthen customer engagement and business growth. This position requires strong communication, problem-solving, negotiation, and relationship management skills, along with the ability to effectively manage multiple priorities in a fast-paced environment.
Key responsibilities
Manage tacit renewals with predefined renewal terms and rules that require notification and simple quotations for customer internal compliance
Lead activities to renew contracts with non-tacit renewal clauses requiring notification of renewal rates and simple standard addenda
Address customer queries and address issues leading up to contract renewals
Provide overage usage reports at the time of contract renewal
Update internal systems with agreed rates for non-tacit renewals
Serve as the main point of contact for all existing accounts not currently allocated to a Business Development Manager (BDM)
Manage customer transitions for accounts that require upgrading to the latest software versions to take advantage of new features
Work closely with Customer Success Advocates to identify and fulfill upgrade requirements as needed
Own the Change Order process, coordinating directly with customers and Pre-Sales or Professional Services teams
Collaborate with Business Development Managers (BDMs) and Legal on novations and amendments that do not affect Annual Contract Value (ACV)
About you
Bachelor's Degree ideally in Business or a related field
Minimum of 5 years of experience in a similar role, preferably in B2B
Excellent verbal and written communication skills, with strong proficiency in English
Strong analytical thinking, logical reasoning, and sound judgment with a high level of perceptual awareness
Excellent negotiation and influencing skills, with the ability to manage discussions effectively with internal and external stakeholders
Strong problem-solving abilities and the capability to make well-informed decisions in a fast-paced environment
Good pipeline management, organizational, and time management skills, with the ability to prioritize multiple tasks and meet deadlines
Knowledge of Salesforce and CRM systems is a plus
Strong interpersonal and social skills, with the ability to build and maintain effective relationships with both internal stakeholders and external customers