Client Success Team Lead (B2B AU Telco)

MicroSourcing; Taguig; On-site; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Healthcare on day one

Paid time off

Group life insurance

Performance bonuses

Flexible work arrangements

Career growth

Inclusive culture

Job summary

MicroSourcing is seeking an experienced Client Success Team Leader (B2B AU Telco) to manage a high-performing team delivering enterprise client service on site at BGC, Taguig, with dayshift operations.

You will oversee onboarding, service performance, escalations, and ongoing engagement with Australian-based stakeholders, driving accountability and continuous improvement across the client success and service delivery functions.

Qualifications

• 2–4 years experience in customer success, service delivery, or telecommunications.
• Proven leadership experience in enterprise or complex environments.
• Strong knowledge of telecommunications and IT services.
• Experience with SLA management, escalations, and service operations.
• Strong analytical, communication, and stakeholder management skills.

Responsibilities

• Lead, mentor, and develop the Client Success team to achieve performance targets.
• Conduct regular performance reviews, coaching sessions, and team meetings.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Oversee resource and capacity planning to optimize workload and delivery.
• Monitor service delivery performance and SLA adherence.
• Manage escalations and coordinate resolution of client issues.
• Ensure alignment with ITIL practices and service standards.
• Collaborate with cross-functional teams to ensure seamless delivery.
• Track and report on client health and team performance metrics.
• Analyze trends to drive service improvements.
• Lead process improvement initiatives and identify efficiency opportunities.
• Capture and relay client feedback to stakeholders.

Skills

Team leadership

Stakeholder management

SLA management

Telco knowledge

Analytical thinking

Tools

NICE CXone

Webex

SD-WAN Cisco Meraki

Job description

Discover your 100% YOU with MicroSourcing!

Position: Client Success Team Leader (B2B AU Telco)

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift

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!

Your Role

We are looking for an experienced Client Success Team Lead to manage and develop a high‑performing team delivering exceptional service to enterprise clients. This role is responsible for operational excellence, customer satisfaction, and team performance across client success and service delivery functions. You will oversee client onboarding, service performance, escalation management, and ongoing engagement while collaborating with Australian‑based stakeholders.

As a Client Success Team Leader, You Will

Team Leadership & Performance

• Lead, mentor, and develop the Client Success team to achieve performance targets.
• Conduct regular performance reviews, coaching sessions, and team meetings.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Oversee resource and capacity planning to optimize workload and delivery.

Client Success & Relationship Management

• Support Client Success Managers in delivering high‑value client engagements.
• Act as primary contact for smaller accounts and support larger strategic accounts.
• Facilitate onboarding and ensure adoption of solutions.
• Lead client cadence meetings (MBR/QBR/YBR) and provide performance insights.

Operations & Service Delivery

• Monitor service delivery performance and SLA adherence.
• Manage escalations and coordinate resolution of client issues.
• Ensure alignment with ITIL practices and service standards.
• Collaborate with cross‑functional teams to ensure seamless delivery.

Reporting & Continuous Improvement

• Track and report on client health and team performance metrics.
• Analyze trends to drive service improvements.
• Lead process improvement initiatives and identify efficiency opportunities.
• Capture and relay client feedback to stakeholders.

Financial & Commercial Management

• Oversee invoicing accuracy and resolve billing issues.
• Manage commercial discussions including disputes and credits.
• Support revenue protection and customer account health.

What You Need

Non‑negotiables

• 2–4 years experience in customer success, service delivery, or telecommunications.
• Proven leadership experience in enterprise or complex environments.
• Strong knowledge of telecommunications and IT services.
• Experience with SLA management, escalations, and service operations.
• Strong analytical, communication, and stakeholder management skills.

Preferred Skills/expertise

• Experience with contact centre platforms (e.g., NICE CXone, Webex).
• Knowledge of SD‑WAN technologies (e.g., Cisco Meraki).

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 with cash conversion, 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: Enjoy the balance between work and life that suits you with flexible work arrangements.
• 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. Join us in celebrating YOU and your 100%!

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

Terms & conditions apply.