Client Experience Manager

About this role

Job Summary As our Client 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.