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 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

Overview

The Virtual Technology Executive (VTE) serves as a strategic technology advisor and trusted partner to Abacus clients across the financial services sector, including hedge funds, private equity firms, venture capital firms, family offices, and asset managers.

Operating at the intersection of technology, cybersecurity, data, regulatory compliance, and business strategy, the VTE aligns Abacus’ platform and services with each client’s investment operations, growth objectives, risk posture, and compliance obligations.

This role is designed for environments where technology performance, uptime, data integrity, security, and regulatory adherence directly impact financial outcomes and organizational risk. The VTE provides executive-level guidance to ensure clients can operate with speed, confidence, and resilience in highly competitive and highly regulated markets.

As part of Abacus’ evolving operating model, the VTE also helps clients navigate emerging technologies, including AI, by identifying practical opportunities, ensuring responsible and compliant adoption, and aligning initiatives to business value and regulatory expectations.

The Virtual Technology Executive ensures that technology, cybersecurity, data, and compliance—along with emerging capabilities such as AI—are aligned to drive measurable business outcomes, operational resilience, and long-term competitive advantage for our clients.

Role Objectives

• Align technology strategy with investment performance, firm growth, and regulatory requirements
• Ensure secure, scalable, and high-performing environments for clients
• Act as the executive interface between client leadership, and Abacus delivery teams
• Drive adoption and optimization of the Abacus platform (IT, Cyber, Infrastructure, Data) in alignment with regulatory and audit expectations
• Identify opportunities for efficiency, risk reduction, compliance maturity, and innovation

Key Responsibilities

1. Strategic Advisory & Client Leadership

• Serve as a CIO / CTO level advisor to financial services clients
• Develop and maintain technology roadmaps aligned to client business objectives
• Translate complex technology concepts into business and financial impact
• Guide executive stakeholders (CIO, COO, CFO, Partners) on:
• Technology investments
• Risk management strategies
• Operational scalability

1. Financial Services Technology Expertise

• Advise on and support environments including:
• Portfolio Management Systems (PMS)
• Order Management Systems (OMS)
• Market data platforms (Bloomberg, FactSet, etc.)
• Fund accounting and investor reporting systems
• Understand and optimize:
• Trade lifecycle workflows
• Deal lifecycle (private equity)
• Data flows and dependencies across systems

1. Infrastructure, Performance & Availability

• Ensure high availability and performance of mission-critical systems
• Guide clients on:
• Cloud strategy and infrastructure design
• Performance optimization and scalability
• Global connectivity and office expansion
• Define and align Business Continuity and Disaster Recovery (BCDR) strategies with operational risk tolerance (RTO/RPO)

1. Cybersecurity & Risk Management

• Advise on cybersecurity strategies aligned to financial industry risks
• Ensure alignment with:
• SEC and regulatory expectations
• SOC 2, NIST, ISO frameworks
• Promote a risk-based approach to technology decision-making, including emerging risks associated with new technologies

1. Data Strategy & Emerging Technology

• Guide clients in developing modern, well-governed data environments to support:
• Investment decision-making
• Reporting and analytics
• Identify opportunities to improve:
• Data accessibility
• Operational efficiency
• Insight generation
• Advise on practical applications of emerging technologies, including AI, ensuring alignment with business objectives, data governance, and security requirements

1. Vendor & Platform Strategy

• Evaluate and rationalize client technology stack, including:
• Market data providers
• Trading and fund platforms
• Security and infrastructure vendors
• Support vendor selection and cost optimization
• Provide guidance on emerging technology vendors (including AI-related solutions) to ensure alignment with security, scalability, and business value
• Ensure alignment to Abacus’ standardized platform for scalability and margin optimization

1. Client Success & Relationship Management

• Build and maintain trusted, long-term executive relationships
• Collaborate with CXMs to lead Business Reviews and strategic planning sessions, ensuring alignment between client goals, technology strategy, and delivered outcomes
• Partner with CXMs to proactively identify, escalate, and remediate at-risk client relationships
• Work jointly with CXMs to ensure clients achieve measurable value, drive adoption of services, and become strong advocates for Abacus

1. Operational Alignment & Continuous Improvement

• Partner cross-functionally with all internal stakeholders to align strategy to execution and ensure positive, measurable client outcomes, working closely with teams across Solution Design, Client Success, Service Delivery, Sales, Operations, and Finance.
• Ensure alignment between strategy and execution
• Analyze service trends to identify:
• Efficiency opportunities
• Cost optimization
• Service improvements
• Contribute to continuous feedback loops that refine both client outcomes and Abacus service delivery

Qualifications & Experience

Required Experience

• 7+ years in a technology leadership, consulting, or advisory role
• Experience supporting financial services firms (hedge funds, private equity, asset management, or similar)
• Proven experience working with C-level stakeholders

Preferred Experience

• Background in a financial services-focused MSP or consulting firm
• Experience with capital markets technology ecosystems
• Exposure to cloud-first infrastructure environments
• Familiarity with data analytics, automation, or AI-enabled business tools

Education

• Bachelor’s degree in Information Technology, Business, Finance, or related field preferred

Knowledge, Skills, and Abilities

Industry & Technical Expertise

• Strong understanding of:
• Financial services operating models
• Trading and investment workflows
• Data sensitivity and confidentiality requirements (MNPI)
• Knowledge of modern IT environments including:
• Cloud platforms
• Cybersecurity frameworks
• Enterprise applications

Strategic & Business Acumen

• Ability to connect technology decisions to:
• Business performance
• Risk exposure
• Financial outcomes
• Ability to evaluate emerging technologies pragmatically, focusing on real business impact over hype

Communication & Executive Presence

• Exceptional ability to communicate with:
• Executives and investment professionals
• Technical and non-technical stakeholders
• Strong presentation and storytelling capabilities

Relationship Management

• Proven ability to build trust and influence at senior levels
• Strong negotiation and vendor management skills

Operational Discipline

• Strong time management and prioritization
• Ability to operate in high-pressure, time-sensitive environments
• Commitment to documentation, process adherence, and continuous improvement

Success Profile

The successful VTE will:

• Think like a business leader, not just a technologist
• Understand how technology impacts investment performance
• Operate with a strong sense of urgency, precision, and accountability
• Balance innovation with governance, particularly when introducing emerging technologies
• Act as a force multiplier across clients and internal teams

Benefits of Working for Abacus:

• Exposure to diverse array of technologies
• Part of a team of experienced colleagues who aim to deliver exceptional service
• Competitive compensation
• Performance bonus
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Opportunities to further technical education through online courses
• Positive, friendly, supportive work environment

Salary: 125-175k DOE + performance bonus

Overview

The Virtual Technology Executive (VTE) serves as a strategic technology advisor and trusted partner to Abacus clients across the financial services sector, including hedge funds, private equity firms, venture capital firms, family offices, and asset managers.

Operating at the intersection of technology, cybersecurity, data, regulatory compliance, and business strategy, the VTE aligns Abacus’ platform and services with each client’s investment operations, growth objectives, risk posture, and compliance obligations.

This role is designed for environments where technology performance, uptime, data integrity, security, and regulatory adherence directly impact financial outcomes and organizational risk. The VTE provides executive-level guidance to ensure clients can operate with speed, confidence, and resilience in highly competitive and highly regulated markets.

As part of Abacus’ evolving operating model, the VTE also helps clients navigate emerging technologies, including AI, by identifying practical opportunities, ensuring responsible and compliant adoption, and aligning initiatives to business value and regulatory expectations.

The Virtual Technology Executive ensures that technology, cybersecurity, data, and compliance—along with emerging capabilities such as AI—are aligned to drive measurable business outcomes, operational resilience, and long-term competitive advantage for our clients.

Role Objectives

• Align technology strategy with investment performance, firm growth, and regulatory requirements
• Ensure secure, scalable, and high-performing environments for clients
• Act as the executive interface between client leadership, and Abacus delivery teams
• Drive adoption and optimization of the Abacus platform (IT, Cyber, Infrastructure, Data) in alignment with regulatory and audit expectations
• Identify opportunities for efficiency, risk reduction, compliance maturity, and innovation

Key Responsibilities

1. Strategic Advisory & Client Leadership

• Serve as a CIO / CTO level advisor to financial services clients
• Develop and maintain technology roadmaps aligned to client business objectives
• Translate complex technology concepts into business and financial impact
• Guide executive stakeholders (CIO, COO, CFO, Partners) on:
• Technology investments
• Risk management strategies
• Operational scalability

1. Financial Services Technology Expertise

• Advise on and support environments including:
• Portfolio Management Systems (PMS)
• Order Management Systems (OMS)
• Market data platforms (Bloomberg, FactSet, etc.)
• Fund accounting and investor reporting systems
• Understand and optimize:
• Trade lifecycle workflows
• Deal lifecycle (private equity)
• Data flows and dependencies across systems

1. Infrastructure, Performance & Availability

• Ensure high availability and performance of mission-critical systems
• Guide clients on:
• Cloud strategy and infrastructure design
• Performance optimization and scalability
• Global connectivity and office expansion
• Define and align Business Continuity and Disaster Recovery (BCDR) strategies with operational risk tolerance (RTO/RPO)

1. Cybersecurity & Risk Management

• Advise on cybersecurity strategies aligned to financial industry risks
• Ensure alignment with:
• SEC and regulatory expectations
• SOC 2, NIST, ISO frameworks
• Promote a risk-based approach to technology decision-making, including emerging risks associated with new technologies

1. Data Strategy & Emerging Technology

• Guide clients in developing modern, well-governed data environments to support:
• Investment decision-making
• Reporting and analytics
• Identify opportunities to improve:
• Data accessibility
• Operational efficiency
• Insight generation
• Advise on practical applications of emerging technologies, including AI, ensuring alignment with business objectives, data governance, and security requirements

1. Vendor & Platform Strategy

• Evaluate and rationalize client technology stack, including:
• Market data providers
• Trading and fund platforms
• Security and infrastructure vendors
• Support vendor selection and cost optimization
• Provide guidance on emerging technology vendors (including AI-related solutions) to ensure alignment with security, scalability, and business value
• Ensure alignment to Abacus’ standardized platform for scalability and margin optimization

1. Client Success & Relationship Management

• Build and maintain trusted, long-term executive relationships
• Collaborate with CXMs to lead Business Reviews and strategic planning sessions, ensuring alignment between client goals, technology strategy, and delivered outcomes
• Partner with CXMs to proactively identify, escalate, and remediate at-risk client relationships
• Work jointly with CXMs to ensure clients achieve measurable value, drive adoption of services, and become strong advocates for Abacus

1. Operational Alignment & Continuous Improvement

• Partner cross-functionally with all internal stakeholders to align strategy to execution and ensure positive, measurable client outcomes, working closely with teams across Solution Design, Client Success, Service Delivery, Sales, Operations, and Finance.
• Ensure alignment between strategy and execution
• Analyze service trends to identify:
• Efficiency opportunities
• Cost optimization
• Service improvements
• Contribute to continuous feedback loops that refine both client outcomes and Abacus service delivery

Qualifications & Experience

Required Experience

• 7+ years in a technology leadership, consulting, or advisory role
• Experience supporting financial services firms (hedge funds, private equity, asset management, or similar)
• Proven experience working with C-level stakeholders

Preferred Experience

• Background in a financial services-focused MSP or consulting firm
• Experience with capital markets technology ecosystems
• Exposure to cloud-first infrastructure environments
• Familiarity with data analytics, automation, or AI-enabled business tools

Education

• Bachelor’s degree in Information Technology, Business, Finance, or related field preferred

Knowledge, Skills, and Abilities

Industry & Technical Expertise

• Strong understanding of:
• Financial services operating models
• Trading and investment workflows
• Data sensitivity and confidentiality requirements (MNPI)
• Knowledge of modern IT environments including:
• Cloud platforms
• Cybersecurity frameworks
• Enterprise applications

Strategic & Business Acumen

• Ability to connect technology decisions to:
• Business performance
• Risk exposure
• Financial outcomes
• Ability to evaluate emerging technologies pragmatically, focusing on real business impact over hype

Communication & Executive Presence

• Exceptional ability to communicate with:
• Executives and investment professionals
• Technical and non-technical stakeholders
• Strong presentation and storytelling capabilities

Relationship Management

• Proven ability to build trust and influence at senior levels
• Strong negotiation and vendor management skills

Operational Discipline

• Strong time management and prioritization
• Ability to operate in high-pressure, time-sensitive environments
• Commitment to documentation, process adherence, and continuous improvement

Success Profile

The successful VTE will:

• Think like a business leader, not just a technologist
• Understand how technology impacts investment performance
• Operate with a strong sense of urgency, precision, and accountability
• Balance innovation with governance, particularly when introducing emerging technologies
• Act as a force multiplier across clients and internal teams

Benefits of Working for Abacus:

• Exposure to diverse array of technologies
• Part of a team of experienced colleagues who aim to deliver exceptional service
• Competitive compensation
• Performance bonus
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Opportunities to further technical education through online courses
• Positive, friendly, supportive work environment

Salary: 125-175k DOE + performance bonus