Client Experience Manager (Hybrid IT & MSP)

日本アバカス株式会社; Phoenix (AZ); Hybrid; USD 100,000 - 130,000; Full time

Job summary

Abacus seeks a Client Experience Manager to build strong client relationships, drive adoption, and ensure maximum value from our products and services. You will manage expectations, resolve issues, and collaborate with internal teams to improve satisfaction and retention.

The role is hybrid with 2–3 days in the office weekly, and requires a proactive, customer-first mindset and excellent communication.

Qualifications

• Associate's Degree in Computer Science or similar preferred.
• 3–5+ years in Customer Success, IT, or technical account management.

Responsibilities

• Act as the primary contact for assigned customers and guide onboarding, adoption, and ongoing support.
• Conduct regular business reviews to align objectives with clients' technical stack and business goals.
• Identify opportunities to increase product value and provide tailored solutions.
• Own day-to-day pipeline management from initial contact to close.
• Schedule in-person client meetings when feasible to strengthen relationships.
• Collaborate with internal teams to address issues and improve the customer experience.
• Respond promptly to client requests regarding services, products, projects, and billing.
• Handle escalations with timely resolutions while maintaining client relationships.
• Identify at-risk accounts and implement corrective actions and well plans.
• Hybrid role requiring 2-3 days per week in the office.

Skills

Client relationship management

Communication skills

Problem-solving

Cross-functional collaboration

Education

Associate's Degree in Computer Science or similar

Tools

ConnectWise

Autotask

ServiceNow

JIRA

Salesforce

Job description

Abacus seeks a Client Experience Manager to build strong client relationships, drive adoption, and ensure maximum value from our products and services. You will manage expectations, resolve issues, and collaborate with internal teams to improve satisfaction and retention.

The role is hybrid with 2–3 days in the office weekly, and requires a proactive, customer-first mindset and excellent communication.