Relationship Management Team Lead, B2B Australian Telco

Discover your 100% YOU with MicroSourcing!

Position: Relationship Management Team Lead, B2B Australian Telco

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift

Salary Package: Php 120,000 - Php 200,000

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, 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.
  
  

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

As a Relationship Management Team Lead you will:

Responsible for both direct client management and the leadership of a relationship management team. This role involves developing and executing strategic account management practices, shaping customer engagement, driving customer loyalty, and maximizing revenue within the enterprise client base. The Team Lead will oversee the Manila-based relationship management team and collaborate with account teams across Australia and the Philippines. A key aspect of this position is to cultivate a high-performing team environment where Relationship Managers can achieve and exceed expectations through effective mentoring and coaching, and driving the success in building the Relationship Management function in Manila.

What You'll Do

Strategic Account Management and Business Development

• Contribute to the development and implementation of the overall relationship management strategy aligned with the company's business objectives.
• Play a key role in establishing the foundational processes, tools, and best practices for a new relationship management function.
• Identify opportunities for process improvement and optimization within the relationship management framework.
• Collaborate with cross-functional teams (Sales, Marketing, Product, Support) to ensure a seamless and positive customer experience.
• Directly manage a portfolio of strategic enterprise accounts, building strong, long-lasting relationships with key stakeholders.
• Understand clients' business needs, challenges, and objectives to develop tailored solutions and value propositions.
• Actively identify and pursue opportunities for account growth, upselling, and cross-selling.
• Serve as a point of escalation for complex client issues and ensure timely and effective resolution.
• Lead by example, demonstrating best-in-class relationship management techniques and strategies.
• Collaborate with Relationship Managers on the development and execution of their strategic account plans, providing guidance, support, and resources to maximize their impact and ensure alignment with overall business objectives.
• Actively participate in joint customer meetings with Relationship Managers as needed, providing strategic oversight, executive-level support, and opportunities for coaching and development.
• Share best practices and successful sales strategies with the team, drawing from personal experience managing key accounts and incorporating successful virtual relationship-building techniques.
  
  

Team Leadership and Development

• Lead, mentor, and coach a team of Relationship Managers, fostering a collaborative and high-performance culture.
• Be actively involved in the full recruitment lifecycle, including sourcing, interviewing, and onboarding new team members.
• Identify individual and team training and development needs, and facilitate opportunities for growth.
• Conduct regular performance reviews, provide constructive feedback, and support the professional development of team members.
• Set clear performance expectations, monitor team performance against targets, and implement strategies to achieve and exceed goals.
• Develop and implement a structured onboarding program for new Relationship Managers, leveraging the experience of Relationship Managers as mentors and providing them with opportunities to develop their coaching skills.
• Facilitate regular team meetings focused on sharing account insights, sales strategies, and best practices in virtual relationship building, ensuring Relationship Managers have a platform to contribute and learn.
• Work with Relationship Managers to identify their individual development goals and create tailored development plans, addressing their needs for growth in strategic account management, sales, and virtual communication.
• Empower Relationship Managers to take ownership of their accounts and contribute to process improvement initiatives, fostering a sense of ownership and accountability.
• Ensure Relationship Managers have the necessary tools, resources, and training (including CRM systems, digital communication platforms, and virtual selling techniques) to effectively manage their accounts and meet their sales targets.
• Foster a culture of collaboration and knowledge sharing within the team, encouraging Relationship Managers to support each other, share best practices, and work effectively with cross-functional teams.
  
  

What You'll Need:

• Proven experience (5+ years) in B2B account management or relationship management, preferably within the Telco or ICT industry.
• Demonstrated experience (2+ years) in a team lead or supervisory role, with a passion for coaching and developing talent
• Strong understanding of the enterprise sales cycle and account management best practices.
• Excellent communication, presentation, negotiation, and interpersonal skills, with the ability to build rapport and influence stakeholders at all levels.
• Strategic thinking and problem-solving abilities, with a focus on achieving measurable results.
• Strong business acumen and understanding of the Telco and ICT landscape.
• Proficiency in CRM systems (e.g., Salesforce, Dynamics 365) and other relevant sales and marketing tools.
• Bachelor's degree in Business Administration, Marketing, or a related field.
• Experience in developing and implementing account management processes and strategies that drive revenue growth and customer loyalty, specifically within a B2B/Enterprise context.
• Proven ability to coach and mentor experienced account management professionals, guiding them to achieve and exceed sales quotas.
• Strong understanding of virtual relationship-building techniques and digital communication tools, and the ability to lead a team in effectively utilizing these tools.
• Experience collaborating effectively with sales teams and cross-functional departments to drive revenue growth and enhance customer experience.
• Familiarity with sales methodologies and pipeline management best practices, and the ability to guide a team to maintain a healthy pipeline.
  
  

Preferred Qualifications (Desirable, But Not Required)

• Experience in building and scaling a new relationship management function or team.
• Formal training or certifications in leadership and coaching methodologies.
• Deep technical understanding of telecommunications and ICT solutions.
• Experience working with large, complex enterprise clients.
• Experience in developing and delivering training programs for account management teams, particularly in areas such as virtual selling and strategic account planning.
• Knowledge of digital transformation initiatives and their impact on sales and customer experience, and the ability to drive adoption of new technologies within a sales team.
  
  

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%!

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