Client Experience Manager

Job Summary

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, upselling when appropriate. 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 as required)

• 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 resolve issues related to various departments (billing, support, etc.).
• Upsell products and services to client roster.
• Learn all aspects of CXM and the Abacus platform, service delivery model, partnerships, and related services.
• Listen to and understand client challenges, concerns, and other feedback, and document them in internal Abacus systems into the team SOP.
• Handle regional CXM tickets and manage your own ticket queue.
• Update client data for CXM Team into CRM systems.
• Gather information for client presentations for 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 in the use of the Abacus platform.
• Be available to work outside of your scheduled hours should the need arise (this is not expected to be frequent).
• Promote the Abacus brand via various channels such as networks and events.
• Be responsible for upselling Abacus products and recognising the need for new products.
• Attend new business pitches when appropriate.
• Network with our clients to build on the relationships that we have in an effort to build up trust.

Skills

• Proven success managing and developing client accounts within the financial services and / or technology fields preferred.
• A knack for building strong, sustainable relationships with new and existing clients. 
• 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 outside the box and on your feet is a plus.
• Positive attitude and team player.
• Organised, analytical and thorough.
• Some understanding of client / server technologies (e.g. Azure AD, DNS, DHCP, etc.).
• Some technical knowledge in the following areas would be helpful:
  • Understanding public vs hybrid infrastructure models
  • Active Directory
  • Dual Factor Authentication technologies
  • Microsoft Exchange & MS Office 365 suite
  • Microsoft MDM / MAM
  • SSO
  • Varonis
  • KnowBe4

Qualifications

• Bachelor’s Degree is preferred.
• 3+ years of CXM / CRM / CSM / Account Management experience (advanced technology concepts & financial services) is required.
• Hands-on technical experience is preferable.
• Proficient in Salesforce and Connectwise preferable.
• Hybrid schedule required (3 days in the office in central London, meeting with clients in person).

The Benefits of Working for Abacus:

• 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.