Client Service Leader - Pool

Discover your 100% YOU with MicroSourcing!

Position: Account Manager (Client Relationship Management) | Team lead

Location: MOA Pasay, Harton Paranaque, Eastwood Libis and BGC Taguig

Work setup & shift: Onsite, Shifting

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 with cash conversion, 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.
  
  

Key Responsibilities

Client Relationship & Service Delivery

• Serve as the primary point of contact for assigned clients, actively managing expectations and swiftly resolving escalations.
• Hold full responsibility and accountability for client escalation resolution and respond directly to SLA breaches.
• Monitor SLA and overall delivery performance, partnering directly with the pod's HR Partner and TA Partner to close any identified gaps.
  
  

Commercials & Account Growth

• Identify and pursue growth and retention opportunities within existing client accounts.
• Relay critical client feedback and market intelligence to enterprise leadership.
• Lead the negotiation of client pricing, discounting, and commercial terms in contracts.
• Escalate any pricing or terms that fall outside standard margin guardrails to Finance & Admin (Enablement) for accountable sign-off.
  
  

Workforce Planning & Talent Acquisition

• Own the initial pod hiring plan and requisition forecasting by providing accurate client demand signals and volume projections.
• Partner with the TA Partner to align on consolidated staffing plans and manage overall staffing capacity.
• Provide consultation during the interview process, final selection decisions, and headcount approvals.
  
  

Contracting & Risk Management

• Manage the initial review and redlining of client contracts.
• Ensure no verbal commitments are made regarding legal risk without prior escalation and formal sign-off from the Legal & Commercial Enablement team.
  
  

Cross-Functional Collaboration

• Coordinate comprehensive support from Shared Services (Finance, Operations, HR Admin) and Enterprise Enablement teams to meet complex client needs.
• Consult with the Finance Partner on pod budgeting, cost allocation, margin analysis, and client billing execution.
• Consult with the HR Partner on pod-level compensation exceptions, counter-offers, and engagement action-planning to retain client-facing staff without eroding enterprise pay equity.
  
  

What You Need

Non-negotiables

• 5+ years of experience in BPO account management, enterprise client success, or complex B2B relationship management.
• Strong English and communication skills, both written and verbal, with proven Executive Presence and transparency.
• Direct client-facing experience and strong commercial acumen with a track record of negotiating terms, managing account P&L, and driving growth.
• Demonstrated ability to navigate matrixed organizational structures and collaborate effectively with HR, Talent Acquisition, Legal, and Finance teams.
  
  

Core Competencies

• Executive Presence & Communication: Confident in engaging senior client executives, speaking concisely, reading the room, and managing client expectations with candor and transparency.
• Business & Commercial Acumen: Focused on client business models, top-line revenue, profitability, efficiency, and overarching business objectives.
• Strategic Thinking & Account Planning: Ability to think beyond daily operations, introduce fresh perspectives, and create multi-year growth plans.
• Ownership & Accountability: Demonstrates extreme ownership to lead client issues through to win-win resolutions across departments.
• Voice of the Client & Relationship Depth: Systematic in mapping out client organizations, gathering client feedback, and using it to drive operational progress.
• Learning Agility & Curiosity: Proactive in researching market trends, AI, and emerging solutions to uncover process efficiencies and account expansion opportunities.
  
  

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/

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