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.
• Manage portfolio of 40-50 customers primarily based in New York meeting with our customers regularly, with some travel required
• Ensure that all services consistently meet customer expectations
• Identify customer needs to recommend and upsell Abacus services
• 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
• Must have the availability to work outside of your scheduled hours, should the need arise
• 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.
• Required to function at a high level under pressure with short deadlines.
• Proven success managing, selling and developing customer accounts within the financial services and/or technology fields
• Friendly disposition with a high emotional intelligence is essential for enduring connections with both 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 relative CXM experience required (Advanced technology concepts & financial services experience a plus)
• Hands-on technical experience required
• Positive Attitude, team player
• Organized, analytical and thorough is a must
• Proficient in Salesforce and Connectwise/ServiceNow, helpful.
• Hybrid (2-3 days in the office, meeting with customers in person)

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