Job Summary:
As Technician of Site Services , you will be a member of a Client Support Pod with the core goal of delivering white glove technical service to your Pod’s assigned client base. While your role’s primary focus is to physically service clients in their offices and home offices, all members of the Pod must be based in our London office or client sites 5 days a week. All members of the Pod must be willing to respond to email tickets, phone calls, remote support sessions and other forms of remote support as requested by their manager.

As a contributing member of a Support Pod, you will spend your time collaborating and communicating with clients, colleagues, and 3rd parties to resolve technical issues and implement new technological devices and services.

Responsibilities:
• Provide best in class technical support to our clients primarily onsite and additionally via phone, email and remote.
• Support and install all hardware at client sites, including but not limited to: Abacus infrastructure, workstations, printers, and peripherals.
• Effectively communicate with both clients and peers ensuring timely responses to client tickets.
• Record all work activities in a timesheet in our ticketing system (ConnectWise).
• Be one of the primary onsite resource for the UK Support team and build relationships with UK client users. Home visits to set-up or troubleshoot client equipment when necessary.
• Must be able to multi-task client issues when applicable.
• Document technical issues and take ownership of escalating issues to the appropriate resource.
• 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.

Requirements (Must Have):
• 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.
• Minimum 3 years’ experience working for a Managed Service Provider (MSP) or in IT roles demonstrating excellent customer service and support.
• 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.
• Ability to lift and work with heavy equipment up to 25KG (such as a UPS). 

Strong Technical Skills in the following areas:
• Create/Manage Active Directory accounts, groups & permissions
• Duo Security and other two factor authentication applications
• Microsoft Exchange Administration
• Azure Active Directory\Entra ID
• Troubleshoot hardware (video cards, USB & peripheral devices, Network appliances and drivers, etc.).
• Mobile device management technologies.
• Understanding of Networking fundamentals.
• VMware vSphere administration.
• Install, configure & manage print queues.
• Troubleshoot DNS, DHCP and TCP/IP issues.

Nice to Have:
• Managing or working in a multi-tenant environment.
• Experience working in Financial services.
• Microsoft certified.
• Ability to work through issues methodically.
• Experience administering Windows Server 2012 and above.
• Basic experience with policy management (Group Policy & Intune).

Schedule:
• Monday to Friday, 8 am to 5 pm.
• Out of hours on-call rotation for emergency onsite requirements.

Work Location:
• Based in Abacus UK office with visits to client offices.

The benefits package consists of:
• 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

If you feel you have the necessary experience to go forward for this role, please apply now. We'd love to see your CV.

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