Client Experience Manager

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  (including but not limited to the following as required) Manage and facilitate recurring customer Business Review meetings to discuss service enhancements and/or existing service challenges VoC  - challenges and market trends/concerns and other feedback, accurate documentation in internal Abacus systems. Actively manage a portfolio of 30-40 customers, based across the US, with regular meetings and quarterly travel required. Ensure that all services consistently meet customer expectations Creatively identify customer needs to recommend and upsell Abacus services, both with actively managed clients and small accounts with high growth potential and emerging upsides 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