Customer Experience Manager
2 weeks ago
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 QBR 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.
* Manage a portfolio of 30-40 customers, primarily based in New York, with regular meetings and some travel required.
* Ensure that all services consistently meet customer expectations
* Identify customer needs to recommend and upsell Abacus services
* 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 from operational challenges that customers face
* Provide training to customers in the use of the Abacus customers portal
* Flexibility to work outside of scheduled hours when necessary.
* Work with the team to coordinate and prepare for customer events
* Promote the Abacus brand via various channels i.e. social media, events etc.
* Attend new business pitches when appropriate.
Skills
* Strong ability to assess and prioritize work in a fast-paced environment.
* Ability to perform effectively under pressure and meet tight deadlines.
* Proven success managing, selling and developing customer accounts within the financial services and/or technology fields.
* Strong interpersonal skills and the ability to build lasting relationships with new and current customers.
* Excellent communication (oral and written), interpersonal, organizational, and presentation skills.
* Candidate to work cross-functionally with internal Abacus teams; including but not limited customer service, business development, engineering, products and project management.
* Self-motivated, very detail-oriented and organized.
* Comprehensive understanding of customer/server technologies.
* Understanding of cyber security concepts (e.g. phishing tests, penetration testing, vulnerability scanning, SIEM, email security, endpoint Protection, MDM etc…)
* Some technical proficiency in the following areas are required:
* Understanding public vs hybrid infrastructure models (i.e. Azure/AWS/Private)
* Active Directory
* Dual Factor Authentication technologies
* Microsoft Exchange & MS Office 365 suite
* Microsoft MDM/MAM
* SSO
* Varonis
* KnowB4
Qualifications
* 5+ years of relevant CXM experience required; experience with advanced technology concepts and financial services is a plus.
* Hands-on technical experience required
* Collaborative and positive mindset.
* Organized, analytical and thorough is a must
* Proficient in Salesforce and Connectwise/ServiceNow, helpful.
* Hybrid (2-3 days in the office, meeting with customers in person)
The Benefits of Working for Abacus:
* Exposure to diverse array of technologies
* Competitive compensation
* Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
* Commission eligible
* Positive, friendly, supportive office environment
* Workplace perks such as healthy snacks, wellness program, and fun events
Salary DOE: 125-135k base + commission
-
Customer Experience Manager
2 weeks ago
New York, United States Alchemy Insights, Inc Full timeOur mission is to bring web3 to a billion people, by providing builders with the tools they need to build exceptional onchain products. Alchemy is the only complete developer platform that offers the powerful APIs, SDKs, and tools necessary to build and scale onchain apps and rollups. Our infrastructure powers 70% of the top web3 teams, 90%+ of web2...
-
Customer Experience Manager
2 weeks ago
New York, United States EllaOla Full timeEllaOla is a premium family wellness brand based in New York City. We developed our products with a team of Harvard dermatologists and pediatricians to create a luxurious science-first, plant-based wellness collection offering the safest and most effective for the whole family. Featured in Harper Bazaar, Glamour, Forbes, Town & Country and Marie Claire and...
-
Customer Experience Manager
6 days ago
New York, United States Cisco Systems, Inc. Full timeApplication window is expected to close on 12/20/2024What You‘ll DoAs a Customer Experience Manager, you will play a pivotal role in driving the successful adoption and utilization of Cisco technologies and services within our customer organizations leading to value realization and growth of our business. You‘re the primary CX point-of-contact for...
-
Customer Experience Manager
3 days ago
New York, New York, United States Viola Full timeAbout ViolaWe are a global company, dedicated to empowering businesses and individuals worldwide.Job Description:In this role as Customer Experience Manager, you will oversee a team of customer service associates, ensuring they meet performance targets while delivering exceptional service.Key Responsibilities:Team Performance Monitoring: Monitor the team's...
-
Customer Experience Manager
3 days ago
New York, New York, United States Capital One Careers Full timeWelcome to Capital One, where we are redefining banking to fit our customers' everyday lives. We believe that banking should be easy, convenient, and personalized.As a Café Coach at Capital One, you will have the unique opportunity to lead a team of Ambassadors and create legendary experiences for our customers. You will be the face of Capital One in the...
-
Customer Experience Manager
5 days ago
New York, New York, United States Hyatt Centric Full timeAbout UsAt Hyatt Centric Times Square New York, we pride ourselves on delivering exceptional guest experiences. Our commitment to authentic hospitality and meaningful interactions sets us apart in the industry.The RoleWe are seeking a skilled Assistant Operations Manager - Front Office to oversee our front office staff, manage cash control for agents, handle...
-
Senior Manager, Customer Experience
4 weeks ago
New York, United States material bank Full timeMaterial Bank is a fast-paced, high-growth technology company and created the world's largest material marketplace for the Architecture and Design industry, providing the fastest and most powerful way to start and manage a design project. Learn more about us at www.materialbank.com or see below. * - We are seeking a strategic and results-driven Senior...
-
Senior Manager, Customer Experience
7 days ago
New York, United States Material Bank Full timeMaterial Bank is a fast-paced, high-growth technology company and created the world's largest material marketplace for the Architecture and Design industry, providing the fastest and most powerful way to start and manage a design project. Learn more about us at www.materialbank.com or see below. We are seeking a strategic and results-driven Senior Manager,...
-
Director, Customer Experience Management
4 weeks ago
New York, United States Ipsos-Insight, LLC Full timeWhat makes this role important at Ipsos? We help the biggest companies solve some of their biggest problems. We are everywhere: in 89 countries and counting. Our clients make the products and deliver the services you use every day. Pick a sector and we are there, as trusted advisors to the world's leading businesses on all matters relating to measuring,...
-
Director, Customer Experience Management
3 months ago
New York, United States Ipsos Full timeJob DescriptionWhat makes this role important at Ipsos? We help the biggest companies solve some of their biggest problems. We are everywhere: in 89 countries and counting. Our clients make the products and deliver the services you use every day, probably including the browser that led you to this posting, the beverage that is sitting next to you. Pick a...
-
Director, Customer Experience Management
3 months ago
New York, United States Ipsos-Insight, LLC Full timeWhat makes this role important at Ipsos? We help the biggest companies solve some of their biggest problems. We are everywhere: in 89 countries and counting. Our clients make the products and deliver the services you use every day, probably including the browser that led you to this posting, the beverage that is sitting next to you. Pick a sector and we are...
-
Customer Experience Enhancement Manager
4 days ago
New York, New York, United States Away Full timeAbout the RoleWe are seeking a skilled Customer Experience Enhancement Manager to join our Quality Assurance team at Away. This role reports to the Senior Director of Quality Assurance & Packaging and is responsible for directing personnel and resources towards providing quality, cost-effective value-added services across product categories.Key...
-
New York, New York, United States macmillan learning Full timeAbout the RoleWe are seeking an experienced Customer Experience Manager to lead our high school customer experience team. As a key member of our sales and marketing team, you will be responsible for delivering seamless experiences for administrators, teachers, and students using our educational materials.Key ResponsibilitiesLead a team of Customer Experience...
-
Customer Experience Manager
4 days ago
New York, New York, United States Capital One Careers Full timeWe are seeking a highly skilled and motivated Customer Experience Manager to lead our team in New York. As a key member of our leadership team, you will be responsible for delivering exceptional customer experiences across all touchpoints.The ideal candidate will have a proven track record of success in customer-facing roles, with a strong focus on customer...
-
Head of Customer Experience
1 day ago
New York, New York, United States Middesk Full timeAbout MiddeskMiddesk is a leading disruptor in the business identity market, aiming to make it easier for businesses to work together. Since 2018, we have been innovating in the field of business identity and verification, which is still largely a manual process in the context of onboarding businesses to receive access to financial products and services. Our...
-
Customer Experience Director
1 day ago
New York, New York, United States Material Bank Full timeJob Overview">We are seeking a strategic and results-driven Senior Manager, Customer Experience to lead our customer-facing teams and ensure an exceptional customer experience.">About Material Bank">Material Bank is the world's largest material marketplace for the architecture and design industry, providing the fastest and most powerful way to search and...
-
Customer Experience Strategist
4 days ago
New York, New York, United States Ramp Full timeAbout Ramp Business CorporationRamp is a financial operations platform designed to save businesses time and money. Combining corporate cards with expense management, bill payments, vendor management, accounting automation ,and more, our all-in-one solution frees finance teams to do their best work.More than 25,000 companies have saved $1B and 10M hours with...
-
Customer Experience Coordinator
5 days ago
New York, New York, United States Happy Paws Full timeJob SummaryWe are seeking a highly motivated and customer-focused individual to manage and maintain relationships with our clients, ensuring their satisfaction and success with our products and services.This is a great opportunity for someone who enjoys working in a fast-paced environment and has a passion for delivering exceptional customer service. As a...
-
Head of Customer Experience
2 months ago
New York, United States Visitt Full timeVisitt is seeking a dynamic and experienced Head of Customer Experience to lead our growing team. In this critical role, you will oversee client onboarding, project delivery, and service quality, while managing and developing a global team of professionals. Your ability to build strong client relationships, drive improvements based on feedback, and align...
-
Head of Customer Experience
2 months ago
New York, United States Visitt Full timeVisitt is seeking a dynamic and experienced Head of Customer Experience to lead our growing team. In this critical role, you will oversee client onboarding, project delivery, and service quality, while managing and developing a global team of professionals. Your ability to build strong client relationships, drive improvements based on feedback, and align...