National Relationship Manager – Business Centres
MicroSourcing
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Benefits offered by this job
Job summary
MicroSourcing is seeking a National Relationship Manager – Business Centres to drive retention, revenue growth, and customer experience across our Business Centre network in the Philippines. You will manage mid-market and strategic accounts, acting as a trusted advisor while partnering with channel partners and internal teams.
You will lead strategic relationship management, identify opportunities for expansion, and ensure high levels of customer engagement and loyalty in a fast-paced, on-site
Qualifications
- Bachelor's degree in Business, Sales, Marketing, IT, or related discipline.
- At least 5 years in B2B, Enterprise, ICT, or Technology sales & relationship management.
- Proven experience managing Mid-Market or Enterprise customer portfolios.
- Experience working with channel partners or partner-led engagement models.
- Strong consultative selling and account management skills.
Responsibilities
- Manage a portfolio of Mid-Market and strategically important business customers across the Business Centre network.
- Develop and maintain relationships with customer decision-makers and key stakeholders.
- Drive customer retention, revenue growth, and improved customer experience outcomes.
- Collaborate with channel partners and internal stakeholders to retain revenue and growth.
- Lead capability development, training, and process improvements for the team.
- Provide guidance and escalation support for assigned accounts.
Skills
Education
Tools
Job description
Discover your 100% YOU with MicroSourcing! Position: National Relationship Manager – Business Centres Location: BGC, Taguig City Work setup & shift: Onsite work setup | Day shift
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.
The National Relationship Manager – Business Centres plays a critical role in driving customer retention, revenue growth, and customer experience outcomes across Business Centres. This role manages a portfolio of Mid-Market and strategically important Business customers, acting as a trusted advisor throughout the customer lifecycle while working closely with channel partners, internal stakeholders, and customers to maximize value and long-term engagement.
The role combines strategic account management, customer retention, sales growth, and partner collaboration. The National Relationship Manager is responsible for identifying opportunities to strengthen customer relationships, reduce churn risk, expand product adoption, and deliver commercial outcomes through proactive engagement and consultative selling.
As a senior member of the team, the role also contributes to capability development, process improvement initiatives, and the execution of programs that enhance customer retention, partner effectiveness, and overall Business Centre performance.
- Manage a portfolio of Mid-Market and strategically important business customers across the Business Centre network.
- Develop and maintain strong relationships with customer decision-makers and key stakeholders.
- Act as the primary escalation and support point for assigned accounts.
- Conduct regular customer engagement activities, including business reviews, welcome calls, health checks, and retention conversations.
- Understand customers' business objectives and align solutions to support their outcomes.
- Identify opportunities to deepen customer relationships and increase share of wallet.
- Proactively identify at-risk customers through data insights, account reviews, and partner engagement.
- Develop and execute customer retention strategies and save plans.
- Support retention campaigns and customer engagement initiatives designed to reduce churn.
- Monitor customer sentiment, renewal opportunities, and service adoption trends.
- Partner with channel partners and internal stakeholders to retain revenue and maintain customer loyalty.
- Support transition activities as customers move from acquisition to ongoing account management.
- Deliver revenue growth through retention, expansion, renewal, and cross-sell opportunities.
- Identify and pursue opportunities to introduce new ICT, telecommunications, mobility, cloud, security, and collaboration solutions.
- Build and maintain a healthy qualified sales pipeline.
- Develop and execute account plans to achieve sales and retention targets.
- Accurately forecast pipeline performance and revenue outcomes.
- Achieve individual sales, retention, and customer engagement KPIs.
- Work closely with Business Centre partners to support customer engagement and retention activities.
- Provide insights, recommendations, and support to help partners execute retention plans.
- Share best practices and customer intelligence across the Business Centre network.
- Assist partners in identifying growth opportunities within their customer base.
- Support partner capability uplift through coaching, education, and collaborative planning.
- Assist customers with account-related enquiries, billing interpretation, complaints, and service-related issues.
- Coordinate with internal teams to resolve customer concerns efficiently.
- Manage escalations and ensure timely resolution of customer issues.
- Provide guidance on products, services, and ICT solutions.
- Continuously seek opportunities to improve customer experience and service outcomes.
- Support recruitment, onboarding, and mentoring of Relationship Managers and other team members.
- Share knowledge and best practices across the broader team.
- Contribute to training, coaching, and capability development initiatives.
- Promote a culture of accountability, collaboration, and customer-centricity.
- Contribute to initiatives that enhance customer retention, sales effectiveness, and partner engagement.
- Support the adoption of digital tools, CRM platforms, and sales automation capabilities.
- Identify opportunities to streamline processes and improve customer outcomes.
- Participate in strategic projects and pilot programs that drive business performance and operational efficiency.
- Partner with Customer Value Management (CVM), Product, Technical Support, Operations, and Sales teams to deliver positive customer outcomes.
- Coordinate customer engagement activities across multiple business functions.
- Ensure alignment between customer requirements and internal delivery capabilities.
- Contribute insights and recommendations that support broader business objectives.
- Bachelor's Degree in Business, Sales, Marketing, Information Technology, Telecommunications, or a related discipline.
- Minimum 5 years' experience in B2B, Enterprise, Telecommunications, ICT, or Technology sales and relationship management roles.
- Demonstrated success managing Mid-Market or Enterprise customer portfolios.
- Proven experience achieving sales, retention, and revenue growth targets.
- Experience working with channel partners, indirect sales channels, or partner-led customer engagement models.
- Strong understanding of customer lifecycle management and retention strategies.
- Strong consultative selling and account management skills.
- Proven ability to build and maintain executive-level customer relationships.
- Strong commercial acumen and business development capability.
- Excellent pipeline management and forecasting skills.
- Exceptional communication, negotiation, and presentation skills.
- Strong analytical and problem-solving abilities.
- Ability to influence stakeholders across multiple business functions.
- Strong customer advocacy and relationship-building capability.
- Highly organised with effective time management and prioritisation skills.
- Experience using CRM and customer engagement platforms.
- Ability to thrive in a fast-paced, target-driven environment.
- Experience within telecommunications, managed services, cloud, cybersecurity, collaboration, networking, or ICT solution sales.
- Experience working with Business Centre or channel partner models.
- Knowledge of Enterprise and Mid-Market customer environments.
- Exposure to customer retention and churn management programs.
- Experience leading projects, initiatives, or business improvement programs.
- Sales, Account Management, or Customer Success certifications.
- ITIL Foundation certification.
- Telecommunications or ICT industry certifications.
- Formal training in stakeholder management, negotiation, or commercial strategy.
With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.
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
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