Client Success Manager

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

Benefits offered by this job

Healthcare coverage from day one

Paid leave with cash conversion

Group life insurance

Performance bonuses

Onsite work culture and team events

Job summary

MicroSourcing is seeking a Client Success Manager to support enterprise clients from our onsite hub in BGC, Taguig. The role focuses on operational execution, service coordination and proactive client support, in collaboration with Delivery teams and other Client Success Managers.

You will monitor client health, support service performance reporting, facilitate onboarding and manage client issues promptly to ensure value delivery and renewals. Onsite, day shift, full-time.

Qualifications

• Proven track record in customer success, account management or service delivery in large 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.
• Ability to interpret operational analysis and trends.
• Exceptional communication, presentation and interpersonal skills; ability to influence and build trust across diverse audiences.
• Client-centric attitude with deep empathy and passion for helping clients achieve their business goals.

Responsibilities

• Support international Client Success Managers in delivering high‑value engagements and nurturing long‑term partnerships through a deep understanding of client objectives.
• Assist in preparing client success plans, service reports, and account updates.
• Maintain structured communication cadence via monthly, quarterly, and yearly business reviews to drive optimization initiatives and provide performance updates.
• Proactively manage issues and drive optimization to ensure consistent client satisfaction.
• Act as first point of contact for day‑to‑day client requests and incidents, ensuring timely responses and clear communication.
• Identify potential issues before they impact the client and provide timely solutions.
• Adhere to ITIL processes, ensuring compliance with best practices and efficient use of standard products.
• Support escalations for major incidents after hours as required.
• Monitor client health through defined success metrics, address risks, and capitalize on opportunities.
• Prepare detailed service performance reports, success plans, and account updates for internal teams and clients.
• Facilitate client onboarding playbook to ensure clients fully leverage products and services for sustained value.
• Review client invoicing, including on‑board and off‑board services, to align with contract terms and resolve discrepancies.
• Engage the account team on commercial issues such as disputes, back billing, and credits.
• Discuss aged debt concerns with clients and identify impediments to payment.
• Gather client feedback and provide insights to Client Success Managers and product/service teams.
• Participate in operational improvement initiatives, identifying process gaps and recommending optimizations.
• Coordinate effective handoffs and account updates with Sales, Delivery, Engineering, and Support teams.

Skills

Customer success

Account management

Service delivery

Operational management

SLA monitoring

Incident escalation

Interpersonal skills

Communication

Job description

Position

Client Success Manager

Location

BGC, Taguig, Metro Manila, Philippines

Work Setup & Shift

Onsite | Day shift (Full-Time)

Why Join MicroSourcing

• Competitive Rewards: Above‑market compensation, healthcare coverage from day one, paid leave with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Participate in company‑sponsored events and activities to foster a positive work environment.
• Work‑Life Harmony: Balanced schedule and team‑driven initiatives that support a life beyond work.
• Career Growth: Continuous learning and advancement opportunities.
• Inclusive Teamwork: A culture that celebrates diversity and promotes inclusion.

Job Summary

The Client Success Manager plays a key supporting role in ensuring enterprise clients consistently receive value from their partnership. Working closely with Client Success Managers and delivery teams, the role focuses on operational execution, service coordination and proactive client support. The CSM monitors client health, supports service performance reporting, facilitates onboarding activities and ensures client issues are managed in a timely and accurate manner.

Key Responsibilities

Client Relationship Management & Value Delivery

• Support international Client Success Managers in delivering high‑value engagements and nurturing long‑term partnerships through a deep understanding of client objectives.
• Assist in preparing client success plans, service reports, and account updates.
• Maintain structured communication cadence via monthly, quarterly, and yearly business reviews to drive optimization initiatives and provide performance updates.

Operational Excellence

• Proactively manage issues and drive optimization to ensure consistent client satisfaction.
• Act as first point of contact for day‑to‑day client requests and incidents, ensuring timely responses and clear communication.
• Identify potential issues before they impact the client and provide timely solutions.
• Adhere to ITIL processes, ensuring compliance with best practices and efficient use of standard products.
• Support escalations for major incidents after hours as required.

Client Health & Engagement

• Monitor client health through defined success metrics, address risks, and capitalize on opportunities.
• Prepare detailed service performance reports, success plans, and account updates for internal teams and clients.

Onboarding

• Facilitate client onboarding playbook to ensure clients fully leverage products and services for sustained value.

Financial Management

• Review client invoicing, including on‑board and off‑board services, to align with contract terms and resolve discrepancies.
• Engage the account team on commercial issues such as disputes, back billing, and credits.
• Discuss aged debt concerns with clients and identify impediments to payment.

Continuous Improvement & Innovation

• Gather client feedback and provide insights to Client Success Managers and product/service teams.
• Participate in operational improvement initiatives, identifying process gaps and recommending optimizations.
• Coordinate effective handoffs and account updates with Sales, Delivery, Engineering, and Support teams.

Qualifications

Non‑Negotiables

• Proven track record in customer success, account management or service delivery in large 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.
• Ability to interpret operational analysis and trends.
• Exceptional communication, presentation and interpersonal skills; ability to influence and build trust across diverse audiences.
• Client‑centric attitude with deep empathy and passion for helping clients achieve their business goals.

Preferred Skills / Expertise

• Experience supporting enterprise technologies such as contact‑centre solutions (NICE CXone, Nexidia, Webex Contact Centre), SD‑WAN technologies (Cisco Meraki, Catalyst) and EX solutions (MS Teams, Webex Calling).

About MicroSourcing

With over 9,000 professionals across 13 delivery centres, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our Commitment to 100% YOU

MicroSourcing firmly believes that its strength lies in the diversity and talent of its people. The company cultivates an inclusive culture that embraces all races, genders, ethnicities, abilities and backgrounds, providing space for individuals to thrive and celebrating authentic selves.

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