Client Experience Manager

About the role

The Client Experience Manager (CXM) will build and maintain strong client relationships, ensuring clients derive maximum value from our products and services and driving satisfaction and retention. This role requires a proactive, customer-first approach to problem-solving and cross-functional collaboration with internal teams. The CXM serves as the primary communication liaison for clients, managing needs, expectations, and issue resolution.

Responsibilities

• Act as the primary point of contact for assigned customers, establishing and maintaining relationships with key decision-makers, and guiding them through onboarding, adoption, and ongoing support.
• Conduct regular business reviews (Client Success Plans) to develop a deep understanding of clients' technical stacks and business objectives.
• Identify and communicate opportunities for clients to successfully consume Abacus’s products and services, providing tailored solutions aligned 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 needs, and drive deal progression.
• Advocate for clients by collaborating with internal teams to address issues, share feedback, and improve the customer experience.
• Provide timely responses to ad-hoc client requests related to service offerings, products, projects, and billing.
• Handle escalations effectively, ensuring timely resolution of client concerns while maintaining strong relationships.
• Identify at-risk client relationships and collaborate with internal teams to implement solutions and "get well" plans to remedy concerns.
• Perform all other assigned duties.

Requirements

• Associate's Degree in Computer Science or similar field preferred.
• 3-5+ years of experience in Customer Success, IT, or technical account management.
• MSP, IT, or Technical Support experience.
• Understanding of backup/disaster recovery concepts.
• Familiarity with cloud and cybersecurity services (Azure, AWS, etc.) and regulatory compliance.
• Solid understanding of networking fundamentals, including firewalls, switches, routers, access points, and Wi-Fi systems.
• Advanced understanding of IT service management frameworks and MSP service delivery models.
• Experience with MSA or support ticketing systems (ConnectWise, Autotask, ServiceNow, JIRA, Salesforce).

Skills

• 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.
• Strong cross-functional team coordination skills.
• Strategies for addressing and resolving client concerns while maintaining relationships.
• 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.
• Time management mastery and ability to learn and retain new technology and skills.
• Professionalism in high-stress situations and strong communication skills to deliver prompt responses with ownership.
• Service excellence dedication and initiative-taking approach.
• Process improvement orientation and account management, sales, or client negotiating skills.
• Alignment with Abacus’s core values: Act with Integrity, Work and Win Together, Keep Learning and Growing, Turn Disruption into Direction.

Schedule

This is a hybrid role requiring 2-3 days per week in an office location as determined by business and organizational needs.

Pay

Salary: $100,000+ plus commission, dependent on experience.