Customer Value Manager (B2B AU Telco)

MicroSourcing; Taguig; On-site; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time off

Group life insurance

Performance bonuses

Above-market compensation

Job summary

MicroSourcing is building a new Customer Value Manager team to support a dynamic Australian telco space, delivering value to enterprise clients and driving high-quality service delivery from Manila-based teams.

The role focuses on operational execution, client service coordination, onboarding, and performance reporting, aligned with ITIL practices, with onsite day shift in BGC, Taguig. You will collaborate with onshore Client Success Managers and global delivery teams.

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 passion for helping clients achieve their business goals.

Responsibilities

• Support Service Managers in delivering consistent, high-value client engagements and nurturing long-term partnerships through a deep understanding of client objectives.
• 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 the first point of contact for day-to-day client requests and incidents, ensuring timely responses and clear communication.
• Proactively identify potential issues before they impact the client and provide timely solutions.
• Ensure all service delivery processes are compliant with ITIL standards and best practices.
• 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 off‑boarding of services to ensure alignment with contract terms and resolve any discrepancies.
• 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-facing experience

Operational management

SLA monitoring

Communication skills

Interpersonal skills

Client centric

Tools

NICE CXone

Nexidia

Webex Contact Centre

MS Teams

Webex Calling

SD-WAN (Cisco Meraki)

Job description

Job Title

Customer Value Manager (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!

Job Summary

The Customer Value Manager plays a key supporting role in ensuring enterprise clients receive consistent value from their partnership. Working in close collaboration with onshore based Client Success Managers and the broader Delivery teams, this role focuses on operational execution, service coordination, and proactive client support. The Customer Value Manager helps monitor client health, supports service performance reporting, facilitates onboarding activities, and ensures that client issues and requests are managed in a timely and accurate manner. The role may be the primary point of contact on smaller accounts independently or play a supporting role on larger, strategic accounts. This is a hands‑on, operationally focused role, ideal for individuals who are passionate about customer experience, detail‑oriented in managing service performance, and proactive in enabling smooth collaboration between local and international based teams.

Your Role

Client Relationship Management & Value Delivery

• Support Service Managers in delivering consistent, high‑value client engagements and nurturing long‑term partnerships through a deep understanding of client objectives.
• 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.

Operational Excellence

• Ensure that clients are consistently satisfied with our services by proactively managing issues, driving optimization efforts, and continuously improving service delivery engagement.
• Act as the first point of contact for day‑to‑day client requests and incidents, ensuring timely responses and clear communication.
• Proactively identify potential issues before they impact the client and provide timely solutions.
• Ensure all service delivery processes are compliant with ITIL standards and best practices.
• Support escalations for major incidents after hours where required.

Client Health & Engagement

• 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.

Onboarding

• Facilitate client onboarding playbook to ensure clients are fully equipped to leverage our products and services for sustained business value upon project completion.

Financial Management

• Regularly review client invoicing, including onboarding or off‑boarding of services to ensure alignment with contract terms and resolve any discrepancies.
• Ensure the account team is engaged across any commercial issues including disputes, back billing and credits.
• Discuss aged debt concerns with client and identify any 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, helping identify process gaps and recommending optimizations.
• Work closely with Sales, Delivery, Engineering, and Support teams to coordinate effective handoffs and account updates.

What You Need

Non‑negotiables

• 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 passion for helping clients achieve their business goals.

Preferred Skills/Expertise

• Experience in implementing, supporting, and optimizing enterprise technologies to meet customer’s business objectives, including:
• Contact Centre Solutions: NICE CXone, Nexidia, Webex Contact Centre.
• SD‑WAN Technologies: Cisco Meraki, Catalyst.
• EX Solutions: MS Teams and Webex Calling.

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.

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

Terms & conditions apply