Customer Experience Manager

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 a portfolio of 30-40 customers, primarily based in London, with regular meetings and 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
• 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 CXM 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 (2-3 days in the office, meeting with customers in person)

The Benefits of Working for Abacus:

• 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