Client Experience Manager

Job Summary

The CXM will be responsible for building and maintaining strong relationships with our clients, ensuring they derive maximum value from our products and services, and driving client satisfaction and retention. This role requires a proactive approach to problem-solving, a customer-first mindset, and the ability to work cross-functionally with internal teams. The Client Experience Manager is the communication liaison for clients. They must effectively manage client needs, expectations and quickly resolve client issues.

Duties and Responsibilities

Act as the primary point of contact for assigned customers, establish and maintain relationships with key decision makers, and guide them through onboarding, adoption, and ongoing support. Conduct regular business reviews (Client Success Plans) to develop a deep understanding of the clients technical stack and business objectives. Identify and communicate opportunities for the client to successfully consume Abacus's products and services and provide tailored solutions that align with their needs. Own day-to-day pipeline management, including lead tracking, qualification, follow-ups, and deal progression from initial contact through close. Proactively schedule and conduct in-person client meetings, when feasible, to strengthen relationships, understand client needs, and drive deal progression. Advocate for the client by collaborating with internal teams to address issues, share feedback, and improve the customer experience. Provide timely action and responses to ad-hoc client requests and questions related to service offerings, products, projects, and billing. Handle escalations effectively, ensuring timely resolution of client concerns while maintaining strong relationships. Identifies at-risk client relationships and collaborate with internal team to identify issues and implement solutions and "get well" plans to remedy client concerns. This is a hybrid role requiring 2-3 days per week in an office location as determined by the business and organizational needs. All other duties assigned.

Qualifications and Experience

Associate's Degree in Computer Science or similar preferred. 3-5+ Years in Customer Success, IT, or technical account management required.

Knowledge, Skills, and Abilities

Exceptional communication, presentation, and interpersonal skills. Strong problem-solving and conflict-resolution abilities. Ability to manage multiple clients and prioritize tasks in a fast-paced environment. MSP, IT or Technical Support experience. Understanding of backup/disaster recovery concepts. Familiarity with cloud and cybersecurity services(Azure, AWS, etc.) and regulatory compliance. Possesses a solid understanding of networking fundamentals, including firewalls, switches, routers, access points, and Wi-Fi systems. Demonstrates the ability to explain, and guide clients through networking discussions. Advanced understanding of IT service management frameworks and deep knowledge of MSP service delivery models. Strong cross-functional team coordination skills. Strategies for addressing and resolving client concerns effectively while maintaining relationships. Taking responsibility for client outcomes and following through on commitments. Demonstrated ability to build trust and rapport with clients at all levels of an organization. Principles and practices of relationship management, client lifecycle, and retention strategies. Experience with MSA or Support ticketing systems (ConnectWise, Autotask, Service Now, JIRA, Salesforce).

Attributes That Will Drive Success

Time management mastery. Ability to learn and retain new technology and skills, team player, maintain calm and present yourself professionally in high stress situations. Strong communication skills to deliver prompt responses while demonstrating a high level of ownership over the issue. Service excellence dedication. Initiative-taking approach. Process improvement orientation. Account management, sales or client negotiating skills. Alignment with Abacus’s core values of Act with Integrity, Work and Win Together, Keep Learning and Growing, Turn Disruption into Direction