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Client Experience Manager

🕒 28 days ago
📍 🇺🇸 New York - Hybrid🎹 Mid-level🤝 Customer Success Manager💼 Full-Time
Client Relationship ManagementAccount GrowthCustomer SuccessCommunication Skills
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📜 Description

  • Own the client relationship post-onboarding, ensuring it remains healthy and informed.
  • Serve as the primary contact for clients, building trust and maintaining communication.
  • Conduct regular business reviews to align Abacus services with client objectives.
  • Represent client perspectives across teams to ensure timely issue resolution.
  • Identify and progress commercial opportunities within assigned accounts.

🛠️ Requirements

  • Proven client relationship management and account growth experience, preferably within financial services, technology, MSP, or IT services environments.
  • Strong ability to build trusted, long-term relationships with stakeholders at all levels through a customer-first mindset, high emotional intelligence, and excellent interpersonal skills.
  • Exceptional written, verbal, presentation, and communication skills, including the ability to translate complex technical concepts into business-focused discussions.
  • Strong organizational, analytical, problem-solving, and decision-making abilities, with the capacity to manage multiple priorities, deadlines, client requests, escalations, and opportunities in a fast-paced environment.
  • Ability to collaborate effectively across cross-functional teams, driving alignment and accountability between clients and internal stakeholders including support, engineering, project management, and service delivery teams.
  • Self-motivated, detail-oriented, and adaptable, with the ability to perform under pressure, think creatively, and respond effectively to changing client needs.
  • Strong understanding of client lifecycle management, client retention, risk identification, account planning, and commercial opportunity development.
  • Technical aptitude and familiarity with managed services, IT service management (ITSM) frameworks, MSP service delivery models, ticketing workflows, onboarding processes, project delivery, and escalation management.
  • Working knowledge of cloud technologies and infrastructure concepts, including Microsoft Azure, AWS, hybrid environments, identity services, networking fundamentals, backup and disaster recovery, and related enterprise technologies.
  • Experience using CRM, ticketing, and workflow platforms such as Salesforce, ConnectWise, ServiceNow, Jira, or similar business systems.
Apply Now

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