Job Summary

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.  Additionally, you will gather intelligence which can be used to enhance the customer experience as it relates to the delivery of our technology services.

Responsibilities (including but not limited to the following as required)

• Manage and facilitate recurring customer QBR meetings to discuss service enhancements and/or existing service challenges
• VoC  - challenges and market trends/concerns and other feedback, accurate documentation in internal Abacus systems.
• Actively manage a portfolio of 30-40 customers, primarily based in the Bay Area, with regular meetings and some travel required.
• Ensure that all services consistently meet customer expectations
• 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
• Documenting and tracking customer information (i.e. NPS, CSAT and customer profitability)
• Continuous customer education: understanding the business, the growth, the health
• Exhibit thorough understanding of the Abacus platform, products, service delivery model, partnerships and related services
• Function as customer and Abacus advocate to resolve issues related to (billing, support, portal, etc.)
• Document opportunities which may arise from operational challenges that customers face
• Provide training to customers in the use of the Abacus customers portal
• Flexibility to work outside of scheduled hours when necessary.
• Work with the team to coordinate and prepare for customer events
• Promote the Abacus brand via various channels i.e. social media, events etc.
• Attend new business pitches when appropriate.

Skills

• Strong ability to assess and prioritize work in a fast-paced environment.
• Ability to perform effectively under pressure and meet tight deadlines.
• Proven success managing, selling and developing customer accounts within the financial services and/or technology fields.
• Strong interpersonal skills and the ability to build lasting relationships with new and current customers. 
• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
• Candidate to work cross-functionally with internal Abacus teams; including but not limited customer service, business development, engineering, products and project management.
• Self-motivated, very detail-oriented and organized.
• Comprehensive understanding of customer/server technologies.
• Understanding of cyber security concepts (e.g. phishing tests, penetration testing, vulnerability scanning, SIEM, email security, endpoint Protection, MDM etc…)
• Some technical proficiency in the following areas are required:
• Understanding public vs hybrid infrastructure models (i.e. Azure/AWS/Private)
• Active Directory
• Dual Factor Authentication technologies
• Microsoft Exchange & MS Office 365 suite
• Microsoft MDM/MAM
• SSO
• Varonis
• KnowB4

Qualifications

• 5+ years of relevant Account Management, Client Success Management experience required; experience with advanced technology concepts and financial services is a plus.
• Hands-on technical experience required
• Collaborative and positive mindset.
• Organized, analytical and thorough is a must
• Proficient in Salesforce and Connectwise/ServiceNow, helpful.
• Hybrid (3 days in the office or meeting with customers in person)
• Must have valid Drivers License
• Ability to occasionally travel to Los Angeles

The Benefits of Working for Abacus:

• Exposure to diverse array of technologies
• Competitive compensation
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Commission eligible
• Positive, friendly, supportive office environment
• Workplace perks such as healthy snacks, wellness program, and fun events

Salary DOE: 125-135k base + commission

Job Description

As a Client Experience Manager, you will be responsible for building and maintaining relationships with our clients. Using your thorough understanding of Abacus' processes, procedures, cybersecurity controls, and how our clients engage with those products, you will advise your clients on new products, identifying and progressing commercial opportunities where appropriate. In addition, the Client Experience Manager is responsible for gathering and analysing client intelligence, including feedback on service delivery, emerging challenges, and market trends. This insight will be used to continuously improve the client experience and inform enhancements to Abacus’ technology services and delivery model. We are looking for a candidate who exhibits technical acumen, excellent relationship-building skills, and the ability to identify additional revenue opportunities with their clients, helping Abacus maintain excellent service levels while growing our business.

Responsibilities (including, but not limited to, the following)

• Manage and facilitate recurring client engagement meetings to discuss service enhancements and / or existing support challenges.
• Manage portfolio of 30-40 clients primarily in Central London, meeting with our clients regularly, with some travel required.
• Ensure that all services consistently meet client expectations.
• Act as a client advocate to coordinate issue resolution across internal teams (e.g., Billing, Support).

• Identify and progress commercial opportunities (upsell / cross-sell) within your client portfolio.
• Learn all aspects of Client Experience Management (CXM) and the Abacus platform, service delivery model, partnerships, and related services.
• Actively capture and understand client challenges, concerns, and feedback, documenting and tracking them alongside key client experience metrics (including Net Promoter Score (NPS), Client Satisfaction Score (CSAT), engagement health, and client profitability) within Salesforce and other internal Abacus systems in alignment with team Standard Operating Procedures (SOPs).

• Provide continuous client education by developing a deep understanding of each client’s business, growth objectives, and operational health, ensuring Abacus services evolve alongside client needs.

• Handle regional CXM tickets and manage your own ticket queue.
• Update client data for the CXM team into Client Relationship Management (CRM) systems.
• Gather information for client presentations for the CXM team.

• Stay abreast of general changes in the alternative investment technology space.
• Recognise opportunities arising from operational challenges that clients face and present solutions to the Manager or Director of CXM.
• Provide training to clients on the use of the Abacus platform and client portal, ensuring adoption of features, best practices, and self-service capabilities. Provide occasional out-of-hours support when required (infrequent).
• Attend new business pitches when appropriate.

• Build strong, trust‑based relationships with clients while actively promoting the Abacus brand through client interactions, events, social networks, and industry forums, and identifying opportunities to upsell existing or introduce new Abacus products where appropriate.

Skills

• Proven success managing and developing client accounts within the financial services and / or technology fields preferred.
• Demonstrated ability to build strong, sustainable relationships with new and existing clients. 
• High emotional intelligence with a client‑first mindset, enabling the development of long‑term, trusted client relationships.
• Ability to work cross-functionally with internal teams, including but not limited to client support, engineering and project management.
• Ability to assess and prioritise work in a fast-paced environment.
• Ability to function at a high level under pressure or with short deadlines.
• Self-motivated and detail-oriented.
• Excellent communication (oral and written), interpersonal, organisational, and presentation skills.
• Strong judgment and decision-making abilities.
• Ability to think creatively and respond effectively in real time is advantageous.
• Positive attitude and collaborative, team-oriented approach.
• Organised, analytical and thorough.

• Understanding of cybersecurity concepts such as phishing simulations, penetration testing, vulnerability scanning, security information and event management (SIEM), email security, endpoint protection, and mobile device management (MDM).
• Some understanding of client / server technologies (e.g. Microsoft Entra ID (Azure AD), Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), etc.).

• Some technical knowledge in the following areas would be helpful:
  • Understanding public vs hybrid infrastructure models
  • Active Directory
  • Multi-Factor Authentication technologies

• Microsoft Exchange & Microsoft Office 365 suite
• Microsoft Mobile Device Management (MDM) / Mobile Application Management (MAM)
• Familiarity with networking
• AI-enabled tools and automation concepts in service delivery
• Email security and spam filtering technologies
• Single Sign-On (SSO)

• Varonis
• KnowBe4

Qualifications

• Bachelor’s Degree is preferred.

• 5+ years of Client Experience Management / Client Relationship Management / Client Success Management / Account Management experience (advanced technology concepts & financial services) is required.

• Hands-on technical experience is preferable.
• Advanced technology concepts and financial services experience strongly preferred.
• Proficiency with Salesforce and ServiceNow is preferred.
• Hybrid schedule required (3 days in the office in Central London, meeting with clients in person).

 What you can Expect:

• Great annual leave entitlement plus bank holidays
• Gym discount
• Life insurance
• Comprehensive travel insurance for you and your family in line with scheme rules
• Confidential well-being and counselling support
• Competitive compensation
• Commission eligible
• Contributory pension scheme
• Company events
• Private Medical and Dental Insurance
• Fantastic company culture and values

Job Description

As an Associate Client Experience Manager, you will be responsible for building and maintaining relationships with our clients. Using your thorough understanding of Abacus' processes, procedures, cybersecurity controls, and how our clients engage with those products, you will advise your clients on new products, identifying and progressing commercial opportunities where appropriate. In addition, the Associate Client Experience Manager is responsible for gathering and analysing client intelligence, including feedback on service delivery, emerging challenges, and market trends. This insight will be used to continuously improve the client experience and inform enhancements to Abacus’ technology services and delivery model. We are looking for a candidate who exhibits technical acumen, excellent relationship-building skills, and the ability to identify additional revenue opportunities with their clients, helping Abacus maintain excellent service levels while growing our business.

Responsibilities (including, but not limited to):

• Manage and facilitate recurring client engagement to discuss service enhancements and / or existing support challenges.
• Manage portfolio of clients connecting with our clients regularly.
• Ensure that all services consistently meet client expectations.
• Act as a client advocate to coordinate issue resolution across internal teams (e.g., Billing, Support).

• Identify and progress commercial opportunities (upsell / cross-sell) within your client portfolio.
• Learn all aspects of Client Experience Management (CXM) and the Abacus platform, service delivery model, partnerships, and related services.
• Actively capture and understand client challenges, concerns, and feedback, documenting and tracking them alongside key client experience metrics (including Net Promoter Score (NPS), Client Satisfaction Score (CSAT), engagement health, and client profitability) within Salesforce and other internal Abacus systems in alignment with team Standard Operating Procedures (SOPs).

• Provide continuous client education by developing a deep understanding of each client’s business, growth objectives, and operational health, ensuring Abacus services evolve alongside client needs.

• Handle regional CXM tickets and manage your own ticket queue.
• Update client data for the CXM team into Client Relationship Management (CRM) systems.
• Gather information for client presentations for the CXM team.

• Stay abreast of general changes in the alternative investment technology space.
• Recognise opportunities arising from operational challenges that clients face and present solutions to the Manager or Director of CXM.
• Provide training to clients on the use of the Abacus platform and client portal, ensuring adoption of features, best practices, and self-service capabilities. Provide occasional out-of-hours support when required (infrequent).
• Attend new business pitches when appropriate.

• Build strong, trust‑based relationships with clients while actively promoting the Abacus brand through client interactions, events, social networks, and industry forums, and identifying opportunities to upsell existing or introduce new Abacus products where appropriate.

Skills

• Proven success managing and developing client accounts within the financial services and / or technology fields preferred.
• Demonstrated ability to build strong, sustainable relationships with new and existing clients. 
• High emotional intelligence with a client‑first mindset, enabling the development of long‑term, trusted client relationships.
• Ability to work cross-functionally with internal teams, including but not limited to client support, engineering and project management.
• Ability to assess and prioritise work in a fast-paced environment.
• Ability to function at a high level under pressure or with short deadlines.
• Self-motivated and detail-oriented.
• Excellent communication (oral and written), interpersonal, organisational, and presentation skills.
• Strong judgment and decision-making abilities.
• Ability to think creatively and respond effectively in real time is advantageous.
• Positive attitude and collaborative, team-oriented approach.
• Organised, analytical and thorough.

• Understanding of cybersecurity concepts such as phishing simulations, penetration testing, vulnerability scanning, security information and event management (SIEM), email security, endpoint protection, and mobile device management (MDM).
• Some understanding of client / server technologies (e.g. Microsoft Entra ID (Azure AD), Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), etc.).

• Some technical knowledge in the following areas would be helpful:
  • Understanding public vs hybrid infrastructure models
  • Active Directory
  • Multi-Factor Authentication technologies

• Microsoft Exchange & Microsoft Office 365 suite
• Microsoft Mobile Device Management (MDM) / Mobile Application Management (MAM)
• Familiarity with networking
• AI-enabled tools and automation concepts in service delivery
• Email security and spam filtering technologies
• Single Sign-On (SSO)

• Varonis
• KnowBe4

Qualifications

• Bachelor’s Degree is preferred.

• 2+ years of Client Experience Management / Client Relationship Management / Client Success Management / Account Management experience (advanced technology concepts & financial services) is required.

• Hands-on technical experience is preferred.
• Advanced technology concepts and financial services experience strongly preferred.
• Knowledge of Salesforce and ServiceNow is preferred.
• Hybrid schedule required (three days in in our Kent Office).

 What you can Expect:

• Great annual leave entitlement plus bank holidays
• Gym discount
• Life insurance
• Comprehensive travel insurance for you and your family in line with scheme rules
• Confidential well-being and counselling support
• Competitive compensation
• Commission eligible
• Contributory pension scheme
• Company events
• Private Medical and Dental Insurance
• Fantastic company culture and values

Job Summary:

The CXM will be responsible for building and maintaining strong relationships with our clients, ensuring they derive maximum value from our products and services, and driving client satisfaction and retention. This role requires a proactive approach to problem-solving, a customer-first mindset, and the ability to work cross-functionally with internal teams. The Client Experience Manager is the communication liaison for clients. They must effectively manage client needs, expectations and quickly resolve client issues.

Duties and Responsibilities:

• Act as the primary point of contact for assigned customers, establish and maintain relationships with key decision makers, and guide them through onboarding, adoption, and ongoing support.
• Conduct regular business reviews (Client Success Plans) to develop a deep understanding of the clients technical stack and business objectives.
• Identify and communicate opportunities for the client to successfully consume Abacus's products and services and provide tailored solutions that align with their needs.
• Own day-to-day pipeline management, including lead tracking, qualification, follow-ups, and deal progression from initial contact through close.
• Proactively schedule and conduct in-person client meetings, when feasible, to strengthen relationships, understand client needs, and drive deal progression.
• Advocate for the client by collaborating with internal teams to address issues, share feedback, and improve the customer experience.
• Provide timely action and responses to ad-hoc client requests and questions related to service offerings, products, projects, and billing.
• Handle escalations effectively, ensuring timely resolution of client concerns while maintaining strong relationships.
• Identifies at-risk client relationships and collaborate with internal team to identify issues and implement solutions and "get well" plans to remedy client concerns.
• This is a hybrid role requiring 2-3 days per week in an office location as determined by the business and organizational needs.
• All other duties assigned.

Qualifications and Experience:

• Associate's Degree in Computer Science or similar preferred.
• 3-5+ Years in Customer Success, IT, or technical account management required.

Knowledge, Skills, and Abilities:

• Exceptional communication, presentation, and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to manage multiple clients and prioritize tasks in a fast-paced environment.
• MSP, IT or Technical Support experience.
• Understanding of backup/disaster recovery concepts.
• Familiarity with cloud and cybersecurity services(Azure, AWS, etc.) and regulatory compliance.
• Possesses a solid understanding of networking fundamentals, including firewalls, switches, routers, access points, and Wi-Fi systems. Demonstrates the ability to explain, and guide clients through networking discussions.
• Advanced understanding of IT service management frameworks and deep knowledge of MSP service delivery models.
• Strong cross-functional team coordination skills.
• Strategies for addressing and resolving client concerns effectively while maintaining relationships.
• Taking responsibility for client outcomes and following through on commitments.
• Demonstrated ability to build trust and rapport with clients at all levels of an organization.
• Principles and practices of relationship management, client lifecycle, and retention strategies.
• Experience with MSA or Support ticketing systems (ConnectWise, Autotask, Service Now, JIRA, Salesforce).

Attributes That Will Drive Success:

• Time management mastery.
• Ability to learn and retain new technology and skills, team player, maintain calm and present yourself professionally in high stress situations.
• Strong communication skills to deliver prompt responses while demonstrating a high level of ownership over the issue.
• Service excellence dedication.
• Initiative-taking approach.
• Process improvement orientation.
• Account management, sales or client negotiating skills.
• Alignment with Abacus’s core values of Act with Integrity, Work and Win Together, Keep Learning and Growing, Turn Disruption into Direction

Job Summary:

The CXM will be responsible for building and maintaining strong relationships with our clients, ensuring they derive maximum value from our products and services, and driving client satisfaction and retention. This role requires a proactive approach to problem-solving, a customer-first mindset, and the ability to work cross-functionally with internal teams. The Client Experience Manager is the communication liaison for clients. They must effectively manage client needs, expectations and quickly resolve client issues.

Duties and Responsibilities:

• Act as the primary point of contact for assigned customers, establish and maintain relationships with key decision makers, and guide them through onboarding, adoption, and ongoing support.
• Conduct regular business reviews (Client Success Plans) to develop a deep understanding of the clients technical stack and business objectives.
• Identify and communicate opportunities for the client to successfully consume Abacus's products and services and provide tailored solutions that align with their needs.
• Own day-to-day pipeline management, including lead tracking, qualification, follow-ups, and deal progression from initial contact through close.
• Proactively schedule and conduct in-person client meetings, when feasible, to strengthen relationships, understand client needs, and drive deal progression.
• Advocate for the client by collaborating with internal teams to address issues, share feedback, and improve the customer experience.
• Provide timely action and responses to ad-hoc client requests and questions related to service offerings, products, projects, and billing.
• Handle escalations effectively, ensuring timely resolution of client concerns while maintaining strong relationships.
• Identifies at-risk client relationships and collaborate with internal team to identify issues and implement solutions and "get well" plans to remedy client concerns.
• This is a hybrid role requiring 2-3 days per week in an office location as determined by the business and organizational needs.
• All other duties assigned.

Qualifications and Experience:

• Associate's Degree in Computer Science or similar preferred.
• 3-5+ Years in Customer Success, IT, or technical account management required.

Knowledge, Skills, and Abilities:

• Exceptional communication, presentation, and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to manage multiple clients and prioritize tasks in a fast-paced environment.
• MSP, IT or Technical Support experience.
• Understanding of backup/disaster recovery concepts.
• Familiarity with cloud and cybersecurity services(Azure, AWS, etc.) and regulatory compliance.
• Possesses a solid understanding of networking fundamentals, including firewalls, switches, routers, access points, and Wi-Fi systems. Demonstrates the ability to explain, and guide clients through networking discussions.
• Advanced understanding of IT service management frameworks and deep knowledge of MSP service delivery models.
• Strong cross-functional team coordination skills.
• Strategies for addressing and resolving client concerns effectively while maintaining relationships.
• Taking responsibility for client outcomes and following through on commitments.
• Demonstrated ability to build trust and rapport with clients at all levels of an organization.
• Principles and practices of relationship management, client lifecycle, and retention strategies.
• Experience with MSA or Support ticketing systems (ConnectWise, Autotask, Service Now, JIRA, Salesforce).

Attributes That Will Drive Success:

• Time management mastery.
• Ability to learn and retain new technology and skills, team player, maintain calm and present yourself professionally in high stress situations.
• Strong communication skills to deliver prompt responses while demonstrating a high level of ownership over the issue.
• Service excellence dedication.
• Initiative-taking approach.
• Process improvement orientation.
• Account management, sales or client negotiating skills.
• Alignment with Abacus’s core values of Act with Integrity, Work and Win Together, Keep Learning and Growing, Turn Disruption into Direction

Salary DOE: 100k+commission