Customer Success Manager, Sales & Mid-Market

Discover your 100% YOU with MicroSourcing!

Position: Customer Success Manager

Location: Picadilly Star Building, Taguig

Work setup & shift: Onsite | Dayshift

Why join MicroSourcing?

You'll Have

• Competitive Rewards: Enjoy abovemarket 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 companysponsored events and activities.
• WorkLife 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.
  
  

Be a part of something big at Microsourcing! We're building a new team to support Australia's dynamic challenger in the telco space, a company committed to redefining customer experiences and pushing the boundaries of digital innovation. 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!

About The Role

We are seeking a motivated and customer-focused Customer Success Manager to join our team. In this role, you will be responsible for managing a portfolio of Mid-Market customers, providing comprehensive lifecycle support, and driving sales growth. You will act as a trusted advisor, building strong relationships and ensuring exceptional customer satisfaction. This role combines account management with proactive sales activities, requiring a solid understanding of B2B sales principles and a drive to achieve sales targets.

Account Management

As a Customer Success Manager, you will:

• Oversee a portfolio of Mid-Market and strategically important B2B/Enterprise customers, providing comprehensive lifecycle support and maximizing customer value.
• Develop and maintain strong, long-lasting relationships with key stakeholders, understanding their business needs and objectives.
• Act as the primary point of contact for assigned accounts, addressing inquiries, resolving issues, and ensuring seamless communication.
• Proactively identify opportunities to deepen customer relationships and expand share of wallet.
  
  

Sales Growth & Pipeline Management:

• Collaborate with sales teams to drive revenue growth within the existing customer base through retention, expansion, and upselling.
• Actively engage in ongoing sales activities, including welcome calls, health check campaigns, and targeted sales initiatives.
• Develop and execute strategic account plans to achieve and exceed sales targets.
• Build and maintain a healthy sales pipeline, accurately forecasting revenue and identifying growth opportunities.
• Identify opportunities and sell new products to existing B2B/Enterprise customers.
  
  

Virtual Relationship Building:

• Effectively build and maintain strong customer relationships in a virtual environment.
• Utilize digital communication tools and platforms to engage with customers and deliver exceptional service.
  
  

Process Improvement & Innovation:

• Support center initiatives focused on optimizing account management and virtual selling strategies.
• Stay abreast of industry trends and leverage emerging technologies to enhance sales and relationship management skills.
• Drive digital transformation initiatives and pilot programs to improve sales efficiency and customer experience.
• Contribute to projects that enhance sales effectiveness through technology.
  
  

Operational Support:

• Provide support for bill interpretation, complaint resolution, and account changes.
• Escalate customer issues as needed and provide basic technical support.
• Work with sales channels to understand client requirements and develop contact strategies.
• Continually seek opportunities to improve customer experience.
• Work toward a sales quota as a KPI.
  
  

Team Collaboration:

• Act as a strong team player, fostering a collaborative environment when working with account teams and cross-functional departments.
• Effectively communicate and share information with team members to ensure alignment and achieve common goals.
• Contribute to a positive and supportive team culture.
  
  

What You Need: Non-negotiables

• Bachelor's degree in Business Administration, Sales, Marketing, or a related field.
• Minimum of 3+ years of experience in B2B relationship management and sales.
• Proven track record of successfully selling to B2B customers.
• Demonstrated ability to build and maintain a healthy sales pipeline, and achieve sales quotas.
• Strong understanding of B2B sales principles and practices.
• Excellent communication, interpersonal, and presentation skills.
• Ability to build and maintain strong relationships with key stakeholders at all levels.
• Proven ability to thrive in a fast-paced, target-driven environment.
• Strong analytical and problem-solving skills.
• Proven ability to build strong relationships virtually.
• Experience with CRM systems and sales automation tools.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Proven ability to collaborate effectively within an account team structure.
  
  

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.

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. 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%!