Client Success Specialist

Discover your 100% YOU with MicroSourcing

Position: Client Success Specialist, B2B Australian Telco

Location: Picadilly Site, BGC

Work Setup & Shift: Onsite | Day Shift

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  

Job Summary

The Client Success Specialist is a technically focused role that provides critical support to the Australian based Client Success Managers and Account Teams, ensuring clients successfully achieve their business objectives using Optus products and services. This role focuses on leveraging technical domain expertise to deliver a high-quality remote engagement experience, supporting day-to-day client interactions, and ensuring seamless service delivery through effective communication, coordination, and problem solving.

The role also leverages technical domain expertise to support solution adoption, working closely with the account team to ensure client satisfaction and value realization. The Client Success Specialist is also involved from the onboarding phase through the entire client lifecycle and may support vendor-driven success programs and certifications. Domain expertise in Contact Centre solutions and SD-WAN and EX technologies is highly desirable, particularly from an advisory and solution-support standpoint.  

What You'll do:

Client Relationship & Support

• Serve as a remote technical point of contact, maintaining proactive communication with client stakeholders under the guidance of the Client Success Manager.
• Develop strong working relationships by understanding client needs and aligning them to technical outcomes from their investment in Optus products and services.
• Support client onboarding activities to ensure smooth adoption of solutions.
• Assist in addressing client technical inquiries, issues, and escalations in a timely manner.

Success Management

• Provide technical recommendations and insights to drive utilisation and successful adoption of Optus Products and Services
• Proactively monitor client health and highlight risks, opportunities, or service trends.
• Support the preparation of client health reports, service reviews, and value realization presentation by leveraging technical domain expertise.

Implementation & Delivery Support

• Collaborate with internal delivery, project management, and operations teams to support timely solution implementation.
• Provide technical advisory input on Contact Centre and SD-WAN solution alignment with client requirements.
• Support knowledge transfer sessions and user adoption initiatives.

Continuous Improvement & Innovation

• Capture and analyse client feedback, surfacing insights to improve both customer experience and internal delivery processes.
• Stay current with relevant technologies (Contact Centre, Unified Communications, SD-WAN) to provide informed guidance and support.
• Participate in vendor-based programs, certifications, and success frameworks as assigned.
• Support hardware and software lifecycle management commitments by providing recommendations

Collaboration

• Maintain strong coordination with Australian based Client Success Managers, Solution Architects, Sales, and Delivery to ensure joint focus on client outcomes.
• Assist with cross-sell and up-sell identification through discovery and data gathering.

What You'll Need: 

• 2-4 years of experience in client success, service delivery, or account support (enterprise or mid-market).
• Strong ITIL Framework background (Incident, Problem and Change management)
• Strong understanding of Service Level Agreements and Operational targets.
• Strong verbal and written communication skills for effective remote engagement.
• Familiarity with Contact Centre technologies (NiceCX, Cisco,) Unified Communications technologies ( MS Teams and Webex calling) , SD-WAN solutions.
• Experience in contributing to account success through proactive client support and operational insight.
• Strong organisational and coordination skills in distributed team environments.

Preferred Qualifications (Desirable, but not required):

• Previous experience in a technical specialist role support contact centre  SD- WAN solutions.
• ITIL Foundations Certified (V3 or V4)
• Hands-on experience with service adoption, onboarding, or user enablement programs.
• Vendor certification or training in Contact Centre or SD-WAN solutions.
• Data analysis and reporting skills to support health checks and business reviews.
• Background is Enterprise Invoicing and QA.

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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%  

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