Associate Manager, Sales & Service Support

Manatal; Taguig; Hybrid; PHP 1,339,000 - 1,786,000; Full time

Benefits offered by this job

Competitive Rewards

Healthcare coverage on day one

Dependents coverage

Paid time-off

Group life insurance

Performance bonuses

Job summary

MicroSourcing is hiring an Associate Manager, Sales & Service Support to lead outbound prospecting and build a robust enterprise sales pipeline in Australia from its Philippines delivery hubs.

You will drive the sales support lifecycle, guide the team to deliver accurate order execution and contract verification, and manage customer billing experiences while collaborating with cross-functional teams.

Qualifications

• 5+ years in a B2B account management, sales support, or customer service role, ideally in telecommunications or ICT.
• Leadership experience, preferably managing multiple teams across different domains.
• Strong understanding of end-to-end sales processes from proposal and quoting through to contract execution and billing.

Responsibilities

• Lead, coach, and mentor a team of sales support specialists across two domains, building capability and a high-performance culture.
• Support Account Managers across the full sales cycle from proposal development to contract implementation.
• Oversee end-to-end billing lifecycle and ensure accuracy in monthly reports.
• Build strong stakeholder relationships with Account Managers, internal delivery teams, and other support teams.
• Drive continuous improvement to streamline workflows and reduce cycle times.
• Lead CRM transformation and ensure seamless service delivery during transitions.

Skills

B2B account management

sales support

customer service

telecommunications

ICT

CRM proficiency

MS Office

ServiceNow

Tools

SMART

ServiceNow

MS Office

Job description

Discover your 100% YOU with MicroSourcing!

Position: Associate Manager, Sales & Service Support (B2B AU Telco)

Location: BGC, Taguig

Work Setup & Shift: Onsite | Day Shift

Be a part of something big at MicroSourcing!

We’re building a new team to support a dynamic challenger in the Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation.

Our client serves mid-market to large enterprise customers and is committed to building a sustainable, high-performance environment in the Philippines. We partner with our client to foster an inclusive culture that attracts, develops, and retains top talent—creating an exceptional place to work while enabling the delivery of a world class service centre.

This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that’s at the forefront of the telecommunications industry!

About the Role

As an Associate Manager, Sales & Service Support, you will drive new business growth by proactively identifying, researching, and engaging potential customers across the Mid Market and Enterprise segments. Your primary focus will be outbound prospecting, building pipeline through cold outreach, targeted campaigns, and personalised engagement. You will be responsible for converting prospects into qualified appointments, supporting the sales team with high-quality opportunities.

This role is ideal for someone who thrives in outbound sales environments, has proven experience booking meetings at scale, and wants to play a critical role in building the Client Enterprise sales pipeline.

What You'll Do

Lead & Develop Your Team

• Lead, coach, and mentor a team of sales support specialists across two domains (Level 1 and Level 2 sales support) — building capability, confidence, and a high-performance culture

• Manage team performance, attendance, workload allocation, and capacity planning to ensure consistent service delivery

• Conduct formal and informal performance reviews, identifying development needs and creating tailored growth plans

• Act as the first point of escalation for complex customer issues, complaints, and queries outside standard SLA

• Champion a collaborative, psychologically safe team environment where people grow and thrive

Drive Sales Support Excellence

• Support Account Managers across the full sales cycle — from proposal development and stakeholder mapping through to contract implementation and ongoing account management

• Guide your team to deliver accurate, timely sales order execution including order management, quote generation, and contract verification workflows

• Identify and pursue revenue growth opportunities including up-sell, share-of-wallet expansion, and competitor bill conversion

• Ensure adherence to defined sales support processes and drive continuous improvement to streamline workflows and reduce cycle times

Own the Customer Billing Experience

• Oversee the end-to-end billing lifecycle across your team's account portfolio — from capturing billing requirements at point-of-sale through to first bill review and ongoing billing accuracy management

• Act as the primary escalation point between customers, Account Managers, and Optus Billing Operations to resolve billing issues and prevent revenue leakage

• Maintain 85% accuracy on monthly Voice and Mobile Accuracy Reports across your team's portfolio

• Ensure all contractual pricing updates are accurately reflected through the verification and sales order workflow

Manage Stakeholders & Escalations

• Build strong working relationships with Account Managers, internal delivery teams (Billing, Finance, Legal, Product), and other support teams

• Act as a liaison between sales teams and internal Optus workgroups to ensure seamless service delivery and order fulfilment

• Manage customer expectations clearly and proactively — responding to enquiries within 48 hours and owning the escalation path for unresolved issues

• Lead regular relationship reviews with customers, owning operational improvement actions from Voice of the Customer and Win/Loss programs

Champion Continuous Improvement

• Dedicate 5–10% of time to AI, automation and optimisation of team processes and workflows

• Establish and promote best-practice standards for order management, supplier quoting, and CRM hygiene

• Contribute to team knowledge management — ensuring documentation, process guides, and tools are current and accessible

• Drive a lessons-learned culture, feeding insights from customer feedback back into the business to improve satisfaction and retention

• Play an active leadership role in the company's CRM transformation — guiding your team and customers through the migration from legacy systems to a new CRM platform, owning the customer experience throughout the transition and ensuring continuity of service, data integrity, and minimal disruption to sales operations

What You'll Need

Non-Negotiables

• 5+ years in a B2B account management, sales support, or customer service role — ideally within telecommunications or ICT

• Minimum 3 years of leadership experience, preferably with experience in managing multiple teams across different domains

• Demonstrated experience leading or mentoring a team in a fast-paced sales environment

• Strong understanding of end-to-end sales processes: from proposal and quoting through to contract execution and billing

• Excellent business communication skills

• Exceptional stakeholder management skills — able to engage confidently across customer, sales, and internal delivery teams

• Highly organised, with strong prioritisation skills and the ability to manage competing demands without dropping the ball

• Proficiency in CRM and order management tools (e.g. SMART, ServiceNow, MS Office)

Preferred

• Background in telecommunications products: mobile, fixed, data, or ICT solutions

• Familiarity with billing systems and revenue reporting tools

• Ability to run operations in parallel with supporting transformation programs

• Experience working with virtual teams across different geographies

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest

offshore provider of managed services in the Philippines.

Why join MicroSourcing?

You'll have:

• Competitive Rewards*: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off, group life insurance, and performance bonuses

• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

• Work-Life Harmony: Experience a culture that values your time, offering a balanced schedule and team-driven initiatives designed to help you enjoy life beyond work.

• Career Growth: Take advantage of opportunities for continuous learning and career advancement.

• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for

opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

*Terms & conditions apply