Customer Experience Manager

Job Summary 

As a Customer Experience Manager (CXM), you will be responsible for managing a portfolio of strategic Abacus client 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. This is a client facing role managing our highest value clients where professionalism, client focus, and a strong understanding of the industry and Abacus services are critical. 

Responsibilities (including but not limited to the following as required) 

• Drive strong leadership and commercial alignment with business objectives, ensuring effective service delivery that enhances the client experience within a controlled, risk-aware environment. 
• Manage and facilitate recurring customer QBR meetings to discuss service enhancements and/or existing service challenges. 
• Take ownership and extreme diligence in meeting customer and Abacus objectives 
• VoC  - challenges and market trends/concerns and other feedback, accurate documentation in internal Abacus systems. 
• Manage a portfolio of 15-25 customers, primarily based in New York, 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. 
• Collaborative and positive mindset. 
• Organized, analytical, and thorough in approach to customer experience 
• 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 to customer service, business development, engineering, product 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/Entra 
  • Dual Factor Authentication technologies 
  • Microsoft Exchange & MS Office 365 suite 
  • Microsoft MDM/MAM 
  • SSO