Client Experience Manager

<p><strong>Job Summary</strong></p> <p>As our Customer Experience (CX) Manager, you will be responsible for managing a portfolio of Abacus customer relationships to provide guidance on best practices and use of the Abacus platform.&nbsp; Additionally, you will gather intelligence which can be used to enhance the customer experience as it relates to the delivery of our technology services.</p> <p><strong>Responsibilities</strong>&nbsp;(including but not limited to the following as required)</p> <ul> <li>Manage and facilitate recurring customer Business Review meetings to discuss service enhancements and/or existing service challenges</li> <li>VoC &nbsp;- challenges and market trends/concerns and other feedback, accurate documentation in internal Abacus systems.</li> <li>Actively manage a portfolio of 30-40 customers, based across the US, with regular meetings and quarterly travel required.</li> <li>Ensure that all services consistently meet customer expectations</li> <li>Creatively identify customer needs to recommend and upsell Abacus services, both with actively managed clients and small accounts with high growth potential and emerging upsides</li> <li>Documenting and tracking customer information (i.e. NPS, CSAT and customer profitability)</li> <li>Continuous customer education: understanding the business, the growth, the health</li> <li>Exhibit thorough understanding of the Abacus platform, products, service delivery model, partnerships and related services</li> <li>Function as customer and Abacus advocate to resolve issues related to (billing, support, portal, etc.)</li> <li>Document opportunities which may arise from operational challenges that customers face</li> <li>Provide training to customers in the use of the Abacus customers portal</li> <li>Flexibility to work outside of scheduled hours when necessary.</li> <li>Work with the team to coordinate and prepare for customer events</li> <li>Promote the Abacus brand via various channels i.e. social media, events etc.</li> <li>Attend new business pitches when appropriate.</li> </ul> <p><strong>Skills</strong></p> <ul> <li>Strong ability to assess and prioritize work in a fast-paced environment.</li> <li>Ability to perform effectively under pressure and meet tight deadlines.</li> <li>Proven success managing, selling and developing customer accounts within the financial services and/or technology fields.</li> <li>Strong interpersonal skills and the ability to build lasting relationships with new and current customers.&nbsp;</li> <li>Excellent communication (oral and written), interpersonal, organizational, and presentation skills.</li> <li>Candidate to work cross-functionally with internal Abacus teams; including but not limited customer service, business development, engineering, products and project management.</li> <li>Self-motivated, very detail-oriented and organized.</li> <li>Comprehensive understanding of customer/server technologies.</li> <li>Understanding of cyber security concepts (e.g. phishing tests, penetration testing, vulnerability scanning, SIEM, email security, endpoint Protection, MDM etc…)</li> <li>Some technical proficiency in the following areas are preferred:</li> <ul> <li>Understanding public vs hybrid infrastructure models (i.e. Azure/AWS/Private)</li> <li>Active Directory</li> <li>Dual Factor Authentication technologies</li> <li>Microsoft Exchange &amp; MS Office 365 suite</li> <li>Microsoft MDM/MAM</li> <li>SSO</li> <li>Varonis</li> <li>KnowB4</li> <li>AI Solutions</li> </ul> </ul> <p><strong>Qualifications</strong></p> <ul> <li>4+ years of relevant Account Management, Client Success Management experience required</li> <li>Experience with advanced technology concepts and financial services is preferred.</li> <li>MSP experience is strongly preferred</li> <li>Hands-on technical experience is preferred</li> <li>Collaborative and positive mindset</li> <li>Organized, analytical and thorough is a must</li> <li>Proficient in Salesforce and Connectwise/ServiceNow, helpful.</li> <li>Ability to travel to client sites on a quarterly basis</li> </ul> <p><strong>The Benefits of Working for Abacus:</strong></p> <ul> <li>Exposure to diverse array of technologies</li> <li>Competitive compensation</li> <li>Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO</li> <li>Commission eligible</li> </ul>