At a Glance
- Tasks: Manage customer relationships and enhance their experience with the Abacus platform.
- Company: Join a forward-thinking tech company focused on customer success.
- Benefits: Enjoy generous leave, gym discounts, private medical insurance, and competitive pay.
- Other info: Flexible hybrid work model with opportunities for professional growth.
- Why this job: Make a real difference in customer experiences while working with cutting-edge technology.
- Qualifications: 5+ years in customer experience management and strong technical skills required.
The predicted salary is between 50000 - 65000 £ per year.
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
- Manage and facilitate recurring customer QBR meetings to discuss service enhancements and/or existing service challenges
- Vo C - 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 & M 365 suite
- Microsoft MDM/MAM
- SSO
- Varonis
- Know B4
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/Service Now, 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
- #J-18808-Ljbffr
Customer Experience Manager employer: Abacus
Join a dynamic, medium-sized accountancy firm in Belfast that prioritises your professional growth and values your contributions. With a strong focus on work-life balance, competitive benefits, and a collaborative culture, this firm offers you the chance to lead impactful audit engagements while mentoring a talented team. Experience direct access to decision-makers and real opportunities for advancement in your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Abacus. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Abacus before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Abacus:Your cover letter is your chance to shine! Tell us why you want to work at Abacus specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Abacus!
How to prepare for a job interview at Abacus
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
