Client Experience Manager

As a Client Experience Manager, you will be responsible for building and maintaining relationships with our clients. Using your thorough understanding of Abacus' processes, procedures, cybersecurity controls, and how our clients engage with those products, you will advise your clients on new products, identifying and progressing commercial opportunities where appropriate. In addition, the Client Experience Manager is responsible for gathering and analysing client intelligence, including feedback on service delivery, emerging challenges, and market trends. This insight will be used to continuously improve the client experience and inform enhancements to Abacus’ technology services and delivery model. We are looking for a candidate who exhibits technical acumen, excellent relationship-building skills, and the ability to identify additional revenue opportunities with their clients, helping Abacus maintain excellent service levels while growing our business.

• Proven success managing and developing client accounts within the financial services and / or technology fields preferred.
• Demonstrated ability to build strong, sustainable relationships with new and existing clients. 
• High emotional intelligence with a client‑first mindset, enabling the development of long‑term, trusted client relationships.
• Ability to work cross-functionally with internal teams, including but not limited to client support, engineering and project management.
• Ability to assess and prioritise work in a fast-paced environment.
• Ability to function at a high level under pressure or with short deadlines.
• Self-motivated and detail-oriented.
• Excellent communication (oral and written), interpersonal, organisational, and presentation skills.
• Strong judgment and decision-making abilities.
• Ability to think creatively and respond effectively in real time is advantageous.
• Positive attitude and collaborative, team-oriented approach.
• Organised, analytical and thorough.

• Understanding of cybersecurity concepts such as phishing simulations, penetration testing, vulnerability scanning, security information and event management (SIEM), email security, endpoint protection, and mobile device management (MDM).
• Some understanding of client / server technologies (e.g. Microsoft Entra ID (Azure AD), Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), etc.).

• Some technical knowledge in the following areas would be helpful:
  • Understanding public vs hybrid infrastructure models
  • Active Directory
  • Multi-Factor Authentication technologies

• Microsoft Exchange & Microsoft Office 365 suite
• Microsoft Mobile Device Management (MDM) / Mobile Application Management (MAM)
• Familiarity with networking
• AI-enabled tools and automation concepts in service delivery
• Email security and spam filtering technologies
• Single Sign-On (SSO)

• Varonis
• KnowBe4

• Bachelor’s Degree is preferred.

• 5+ years of Client Experience Management / Client Relationship Management / Client Success Management / Account Management experience (advanced technology concepts & financial services) is required.

• Hands-on technical experience is preferable.
• Advanced technology concepts and financial services experience strongly preferred.
• Proficiency with Salesforce and ServiceNow is preferred.
• Hybrid schedule required (3 days in the office in Central London, meeting with clients in person).

• Great annual leave entitlement plus bank holidays
• Gym discount
• Life insurance
• Comprehensive travel insurance for you and your family in line with scheme rules
• Confidential well-being and counselling support
• Competitive compensation
• Commission eligible
• Contributory pension scheme
• Company events
• Private Medical and Dental Insurance
• Fantastic company culture and values