Client Experience Manager in London

As a Client Experience Manager, you will be responsible for building and maintaining relationships with our clients. Using your thorough understanding of Abacus' processes, procedures, cybersecurity controls, and how our clients engage with those products, you will advise them on new products, identifying and progressing commercial opportunities where appropriate. In addition, the role involves gathering and analysing client intelligence, including feedback on service delivery, emerging challenges, and market trends. This insight will be used to continuously improve the client experience and inform enhancements to Abacus’ technology services and delivery model. We are looking for a candidate who exhibits technical acumen, excellent relationship‑building skills, and the ability to identify additional revenue opportunities with their clients, helping Abacus maintain excellent service levels while growing our business.

Responsibilities

• Manage and facilitate recurring client engagement meetings to discuss service enhancements and/or existing support challenges.
• Manage portfolio of 30-40 clients primarily in Central London, meeting with clients regularly, with some travel required.
• Ensure that all services consistently meet client expectations.
• Act as a client advocate to coordinate issue resolution across internal teams (e.g., Billing, Support).
• Identify and progress commercial opportunities (upsell/cross‑sell) within your client portfolio.
• Learn all aspects of Client Experience Management (CXM) and the Abacus platform, service delivery model, partnerships, and related services.
• Actively capture and understand client challenges, concerns, and feedback, documenting and tracking them alongside key client experience metrics (including Net Promoter Score (NPS), Client Satisfaction Score (CSAT), engagement health, and client profitability) within Salesforce and other internal Abacus systems in alignment with team Standard Operating Procedures (SOPs).
• Provide continuous client education by developing a deep understanding of each client’s business, growth objectives, and operational health, ensuring Abacus services evolve alongside client needs.
• Handle regional CXM tickets and manage your own ticket queue.
• Update client data for the CXM team into Client Relationship Management (CRM) systems.
• Gather information for client presentations for the CXM team.
• Stay abreast of general changes in the alternative investment technology space.
• Recognise opportunities arising from operational challenges that clients face and present solutions to the Manager or Director of CXM.
• Provide training to clients on the use of the Abacus platform and client portal, ensuring adoption of features, best practices, and self‑service capabilities.
• Provide occasional out‑of‑hours support when required (infrequent).
• Attend new business pitches when appropriate.
• Build strong, trust‑based relationships with clients while actively promoting the Abacus brand through client interactions, events, social networks, and industry forums, and identifying opportunities to upsell existing or introduce new Abacus products where appropriate.

Skills

• Proven success managing and developing client accounts within the financial services and/or technology fields preferred.
• Demonstrated ability to build strong, sustainable relationships with new and existing clients.
• High emotional intelligence with a client‑first mindset, enabling the development of long‑term, trusted client relationships.
• Ability to work cross‑functionally with internal teams, including but not limited to client support, engineering and project management.
• Ability to assess and prioritise work in a fast‑paced environment.
• Ability to function at a high level under pressure or with short deadlines.
• Self‑motivated and detail‑oriented.
• Excellent communication (oral and written), interpersonal, organisational, and presentation skills.
• Strong judgment and decision‑making abilities.
• Ability to think creatively and respond effectively in real time is advantageous.
• Positive attitude and collaborative, team‑oriented approach.
• Organised, analytical and thorough.
• Understanding of cybersecurity concepts such as phishing simulations, penetration testing, vulnerability scanning, security information and event management (SIEM), email security, endpoint protection, and mobile device management (MDM).
• Some understanding of client/server technologies (e.g., Microsoft Entra ID (Azure AD), Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), etc.).

Technical Knowledge (Helpful)

• Understanding public vs hybrid infrastructure models
• Active Directory
• Multi‑Factor Authentication technologies
• Microsoft Exchange & Microsoft Office 365 suite
• Microsoft Mobile Device Management (MDM) / Mobile Application Management (MAM)
• Familiarity with networking
• AI‑enabled tools and automation concepts in service delivery
• Email security and spam filtering technologies
• Single Sign‑On (SSO)
• Varonis
• KnowBe4

Qualifications

• Bachelor’s Degree is preferred.
• 5+ years of Client Experience Management / Client Relationship Management / Client Success Management.