Position: Senior SaaS Operation Specialist (Cloud, Software & Order Management)
Industry: Technology
Working Duration: 12 months contract
Salary: Basic up to RM8,450/month (Based on qualifications and expertise) with performance bonus + statutory contribution + leave entitlement + medical coverage
Working Hours and extra notes:
- Location: Jalan SS 21/39, Petaling Jaya, 47400, Selangor
- Region Supported: AP (Asia Pacific)
- Working Hours: 9:00 AM – 6:00 PM
- Working Arrangement: Hybrid (3 days per week in the office)
- Days Off: 2 days per week
Job Description:
Responsibilities
Specifically, Responsibilities Include:
- Manage the end-to-end (E2E) SaaS operations process.
- Handle daily order processing and subscription renewal management.
- Maintain and update the catalog of software and cloud products.
- Manage daily invoicing, billing, refunds, adjustments, and payment/invoice-related issues.
- Develop a strong understanding of internal tools and processes related to software and cloud products, enabling independent management of daily operations.
- Respond to inquiries from internal sales teams, resellers, and end customers in a timely and professional manner.
- Manage reseller and end-user onboarding to ensure a smooth customer experience and operational readiness.
- Ensure compliance with Delegation of Authority (DoA), governance requirements, and company policies while collaborating effectively with cross-functional teams, including Finance, Credit, Billing, Tax, Legal, and Sales.
- Provide operational support and backup coverage to ensure smooth business operations during team members absence.
- Identify operational issues proactively and recommend solutions to improve efficiency and effectiveness.
- Prepare and submit weekly operational status reports to team leaders.
- Perform ad hoc duties and support special projects as assigned by the team leader.
Key Functional Skills
- 5 years or above work experience in E2E customer Operation in Cloud & software industry.
- 5 years or above candidates with in-depth experience in E2E Sales operation process.
- Growth mindset and can-do attitude able to challenge new issues/task.
- Strong learning skill able to learn from others without proper training for each step.
- Candidates with in-depth experience in Microsoft Cloud Services is plus. (M365 and Azure)
Specification & Requirement
Education / Qualification (Must Have)
- Bachelor's degree or equivalent academic qualification.
- Strong verbal and written communication skills in English; proficiency in Japanese, Chinese, Hindu is a plus.
- Excellent interpersonal and communication skills, with the ability to collaborate effectively across all levels of the organization.
- Strong adaptability and willingness to embrace change, new challenges, and continuous learning.
- Demonstrated resilience, strong stress management skills, and the ability to perform effectively in a fast-paced environment.
- Able to work shift schedule (2 days off per week
Work Experience (Must Have)
- Minimum 6 years of professional work experience.
- At least 3 years of experience in end-to-end (E2E) customer operations within the SaaS, software, cloud, or technology industry.
- Familiarity with software licensing, cloud services, subscription management, billing, and renewal processes is an advantage.
Other Dimensions
- Business Impact: Support APAC Digital Workplace Solutions (DWS) SaaS business operations, contributing to revenue growth, customer satisfaction, and operational excellence. (YoY:2.5 up)
- Transaction Volume: Manage daily SaaS orders, renewals, billing, trouble shooting and customer inquiries across multiple software and cloud platforms. (+10,000 transactions total)
- Team size: 6
Stake Holders
- Internal: AP GEO Teams (Local Sales, Legal, Finance, Account receivable, Tax, Platform)
- External: Resellers/ End-users
If you are interested to apply, please forward your latest resume to [Confidential Information] or [HIDDEN TEXT]
Subject: Job Application – Senior SaaS Operation Specialist (Cloud, Software & Order Management)
