Senior Relationship Manager
Description
Discover your 100% YOU with MicroSourcing!
Position: Senior Relationship Manager (B2B AU Telco)
Location: BGC, Taguig City
Work setup & shift: Onsite work setup | 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!
About the Role:
We are seeking a highly motivated and experienced Senior Relationship Manager to join our dynamic team. In this role, you will be responsible for managing and growing a portfolio of Mid-Market and strategically important B2B/Enterprise customers. You will act as a trusted advisor, providing full lifecycle support, driving sales growth, and ensuring exceptional customer satisfaction. You will act as a senior role model within the team, driving best practice, knowledge sharing and sales excellence through influence rather than formal people leadership. You will also support capability uplift across the RM team through coaching, peer reviews, and structured development activities. This role combines strategic account management with proactive sales activities, requiring a strong understanding of B2B/Enterprise sales principles and a proven track record of achieving sales targets.
As an Senior Relationship Manager, you will:
Strategic Account Management:
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.
Port-Out Threat Management
Support Relationship Managers (RMs) in identifying, assessing and managing port-out threats and potential customer churn.
Provide guidance on retention strategies, offer positioning, objection handling and appropriate escalation pathways.
Review customer circumstances and recommend commercially sound solutions that protect the customer relationship and support retention outcomes.
Share recurring themes, risks and insights with relevant stakeholders to help improve proactive churn management.
Escalation Management
Assist RMs with escalated customer interactions, including complex, sensitive or high-priority calls.
Take ownership of, or provide support during, escalated conversations by demonstrating strong communication, de-escalation and problem-solving skills.
Clarify customer needs, coordinate internal resolution and ensure agreed actions are followed through to completion.
Coach RMs on effective approaches for managing difficult conversations and reducing the likelihood of repeat escalations.
Embedding Sales Enablement Learnings
Partner with Sales Enablement and other relevant teams to embed training, product knowledge, process updates and sales methodologies into day-to-day RM practices.
Reinforce key learning through coaching, call support, team discussions, practical examples and ongoing feedback.
Identify gaps in knowledge, capability or adoption and work with Sales Enablement to address them through targeted reinforcement.
Help ensure new offers, processes and training are translated into consistent, confident and compliant customer conversations.
Subject Matter Expertise
Act as a subject matter expert and trusted point of contact for RMs on processes, offers, systems, policies and other sales-related matters.
Provide timely, accurate and practical guidance to support effective decision-making and customer outcomes.
Interpret complex information and translate it into clear, actionable advice for team members.
Support the consistent application of processes and offers, escalating policy or compliance risks when required.
Capture recurring questions and feedback to improve team resources, training content and sales processes.
Team Leadership & Mentorship:
Support the growth of the sales team by participating in the interview and hiring process.
Onboard and mentor junior RMs, providing guidance and support.
Identify training needs and assist in developing and delivering training programs.
Process Improvement & Innovation:
Support centre 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.
Achieve and exceed individual and team sales, retention and customer experience targets.
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.
Overall Contribution
Operate as a senior support resource who strengthens RM capability, improves consistency and helps deliver positive customer and commercial outcomes.
Lead by example through strong customer advocacy, sound judgement, collaboration and a continuous-improvement mindset.
What You Need
Non-negotiables :
Bachelor's degree in Business Administration, Sales, Marketing, or a related field.
Minimum of 5+ years of experience in B2B/Enterprise relationship management and sales.
Proven track record of successfully selling to B2B/Enterprise customers.
Demonstrated ability to build and maintain a healthy sales pipeline, and achieve sales quotas.
Strong understanding of B2B/Enterprise 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.
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: 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.
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
*Terms & conditions apply