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

A unique opportunity to join and grow within a leading technology provider, serving the financial services sector. You will be the client’s first point of contact, responding to service requests and incidents, where appropriate escalating to the relevant teams. Your role's primary focus will be providing remote support to our clients. This position requires a high level of professionalism while performing daily support tasks as required. Experience working directly with end users on a daily basis along with a passion to deliver superior customer experience and technology is required.

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

• Provide best in class technical support to our clients primarily via phone and email but on occasions also onsite at client offices.
• Effectively communicate with both clients and peers ensuring timely responses.
• Record all work activities in a timesheet in our ticketing system (ConnectWise).
• Must be able to multi-task client issues when applicable.
• Document technical issues and take ownership of escalating issues to the appropriate SME team.
• Must be amenable to occasional travel.
• Must meet the minimum standard for personal key performance indicators.
• Must contribute to the overall success of team mandated goals and key performance indicators.
• Must be flexible regarding duties and hours of work, there will be occasional requirements to work out of hours for client onboardings and other project work.

Proficiencies:

• Incredible sense of pride and passion for what you do and a desire to help your teammates.
• Must be neat, organised, energetic, and show initiative.
• Support and provide expertise of the evolving Microsoft 365 suite of products, self-learning and self-training new products and services when applicable.
• Experience with advanced hardware troubleshooting and the installation of core Networking equipment.

Technical Skills:

• Create/Manage Active Directory accounts, groups & permissions.
• Duo Security and other two factor authentication applications.
• Microsoft 365.
• Microsoft Entra/Azure Active Directory/Intune.
• Troubleshoot hardware (video cards, USB & peripheral devices, and drivers, etc.).
• Understanding of Networking fundamentals.
• VMware vSphere administration.
• Install, configure & manage print queues.
• Troubleshoot DNS, DHCP and TCP/IP issues.
• Experience administering Windows 10/11 and Server 2012 and above.
• Experience administering Windows Server 2012 and above.

Nice to Haves:

• Ability to learn new technologies and systems quickly.
• Experience managing or working in a multi-tenant environment.
• Experience working in Financial services and/or MSP space.
• Microsoft certified.
• Ability to work through issues methodically.
• Basic experience with policy management (Group Policy & Intune).
• Experience in support Mac OS X devices.

Qualifications:

• Minimum 3 years’ experience working in IT roles demonstrating excellent customer service and support.
• Relevant professional qualifications a plus
• Great attitude, team player always willing to pitch in and take on new tasks
• Proactive/flexible nature

What you can Expect:

• Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
• 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
• Contributory pension scheme
• Company events
• Private Medical and Dental Insurance

You'll love this job if:

• You are highly STRATEGIC: You are always looking for opportunities to produce the best work output with the most efficiency
• You are extremely ORGANISED: You are not overwhelmed by the thought of tackling multiple tasks simultaneously.
• You are DETAIL ORIENTED: You appreciate the importance of having detailed and precise information.
• You are a strong COMMUNICATOR: You are a people person and collaborate well with others.
• You are AGILE: You adapt well to changing needs and priorities and are able to pivot easily to achieve goals and deadlines.
• You are PASSIONATE: about your work and support the people at this company.

Polite Notice to Recruitment Agencies: We are recruiting for this role directly, but we do have a preferred supplier list of valued recruitment partners who support us when we need a little extra help. If you are not one of our preferred recruitment partners, we won’t accept your CV introductions or grant any candidate ownership to any introductions that you make.

Abacus Information Technology Limited is an equal opportunities employer. We value diversity and promote equality across our business. The terminology used in this advert is not intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. Therefore, we welcome qualified applicants applications from all sections of society and are always happy to discuss reasonable adjustments and / or additional arrangements as required to support your application.

This role may be subject to a background check after an employment offer has been made, and final employment will be subject to a positive result; in addition, a reference and DBS check may be requested at the final stage of the process.