B2B Telco Client Success Lead (AU)

MicroSourcing; Taguig; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off

Group life insurance

Performance bonuses

Team events

Work-life balance

Career growth

Inclusive culture

Job summary

MicroSourcing in Taguig is seeking a Client Success Manager to ensure enterprise clients receive consistent value from their partnership. You will work with onshore Client Success Managers and Delivery teams to coordinate services, monitor health, and provide performance updates.

This hands-on role emphasizes operational excellence, proactive issue resolution, onboarding, and ongoing client support, with a focus on achieving long-term satisfaction and successful outcomes for our B2B AU Telco

Qualifications

• 2-4 years of experience in customer-facing or service delivery support roles in IT, telecommunications, or managed services.
• Proven track record in customer success, account management or service delivery management in complex, large scale enterprise or government environments
• Experience in operational management, SLA monitoring, incident escalation, and coordination across service delivery teams
• Strong understanding of telecommunications services, networks, and IT solutions
• Demonstrated ability to interpret operational analysis and trends
• Exceptional communication, presentation, and interpersonal skills, with ability to influence and build trust across diverse audiences
• Client Centric: Deep empathy and passionate about helping clients achieve their business goals

Responsibilities

• Support Client Success Managers in delivering consistent, high-value client engagements and nurturing long-term partnerships.
• Assist in the preparation of client success plans, service reports, and account updates.
• Maintain a structured cadence of communication through Monthly, Quarterly and Yearly Business Reviews to orchestrate customer feedback and needs, facilitate optimization initiatives execution, and provide clients with service performance updates and metrics.
• Ensure that clients are consistently satisfied with our services by proactively managing issues, driving optimization efforts, and continuously improving service delivery engagement.
• Act as a first point of contact for day-to-day client requests and incidents, ensuring timely responses and clear communication.
• Proactive Issue Resolution: Identify potential issues before they impact the client and provide timely solutions
• ITIL Process Adherence: Ensure all service delivery processes are compliant with ITIL standards and best practices, maximizing the use of standard product set to achieve client goals efficiently.
• Support escalations for major incidents after hours where required
• Monitor client health through defined success metrics, address risks and capitalize on opportunities to drive tangible business outcomes
• Prepare detailed service performance reports, success plans, and account updates to inform internal teams and clients.
• Facilitate client onboarding playbook to ensure clients are fully equipped to leverage our products and services for sustained business value upon project completion.
• Regularly review client invoicing, including onboarding or offboarding of services to ensure alignment with contract terms and resolve any discrepancies
• Ensure the account team are engaged across any commercial issues including disputes, back billing, credits.
• Discuss aged debt concerns with client and identify any impediments to payment.
• Gather client feedback and provide insights to Client Success Managers and product/service teams.
• Participate in operational improvement initiatives, helping identify process gaps and recommending optimizations.
• Work closely with Sales, Delivery, Engineering, and Support teams to coordinate effective handoffs and account updates.

Skills

Customer success

Account management

Service delivery management

SLA monitoring

Incident escalation

Telecommunications

Communication

Tools

NICE CXone

Nexidia

Webex Contact Centre

Cisco Meraki

Webex Calling

MS Teams

Job description

MicroSourcing in Taguig is seeking a Client Success Manager to ensure enterprise clients receive consistent value from their partnership. You will work with onshore Client Success Managers and Delivery teams to coordinate services, monitor health, and provide performance updates.

This hands-on role emphasizes operational excellence, proactive issue resolution, onboarding, and ongoing client support, with a focus on achieving long-term satisfaction and successful outcomes for our B2B AU Telco