Customer Experience Manager
Abacus Group LLC - New York City, NY
Apply NowJob Description
Job Description Job Description Job SummaryAs 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 challengesVoC - 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 requiredEnsure that all services consistently meet customer expectationsIdentify customer needs to recommend and upsell Abacus servicesDocumenting and tracking customer information (i.e. NPS, CSAT and customer profitability)Continuous customer education: understanding the business, the growth, the healthExhibit thorough understanding of the Abacus platform, products, service delivery model, partnerships and related servicesFunction as customer and Abacus advocate to resolve issues related to (billing, support, portal, etc.)Document opportunities which may arise from operational challenges that customers faceProvide training to customers in the use of the Abacus customers portalMust have the availability to work outside of your scheduled hours, should the need ariseWork with the team to coordinate and prepare for customer eventsPromote the Abacus brand via various channels i.e. social media, events etc.Attend new business pitches when appropriate.SkillsStrong 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 fieldsFriendly 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 DirectoryDual Factor Authentication technologiesMicrosoft Exchange & MS Office 365 suiteMicrosoft MDM/MAMSSOVaronisKnowB4Qualifications5+ years of relative CXM experience required (Advanced technology concepts & financial services experience a plus)Hands-on technical experience requiredPositive Attitude, team playerOrganized, analytical and thorough is a mustProficient 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 technologiesCompetitive compensationRobust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTOCommission eligiblePositive, friendly, supportive office environmentWorkplace perks such as healthy snacks, wellness program, and fun eventsSalary DOE: 125-135k base + commission
Created: 2024-05-04