Support Account Manager

Canoe Intelligence; Buffalo (NY); Hybrid; USD 90,000 - 110,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

Flexible PTO

401(k)

Flexible work from home policy

Home office stipend

Employee Assistance Program

Gym/Wifi reimbursement

Education assistance

Parental Leave

Job summary

Canoe Intelligence is seeking a Support Account Manager to join our Client Support team in a hybrid role based in New York City or Jacksonville. You will be the key point of contact for premier clients, resolving inquiries, managing expectations, and educating clients on Canoe's AI-driven platform.

Ideal candidates are client-focused, analytical, and collaborative, able to balance multiple cases and coordinate with product, data, and client teams to drive outcomes for our institutional clients.

Qualifications

• Experience in client services with premier or enterprise clients.
• Familiar with client support tooling and reporting.
• Knowledge of alternative investments.

Responsibilities

• Be the first line of contact for premier clients, handling how-to, troubleshooting and training inquiries.
• Schedule and attend recurring client meetings to discuss open cases, releases and concerns.
• Track client metrics and review trends to manage expectations and improve service.
• Coordinate with cross-functional Canoe teams to resolve client inquiries and relay feedback to product and data teams.

Skills

Client interaction

Client management

Analytical mindset

Problem solving

Organizational skills

Multitasking

Team collaboration

Premier client experience

Tools

Salesforce CRM

Helpjuice

Jira

Confluence

Job description

COMPANY: Canoe Intelligence

WEBSITE: https://canoeintelligence.com/

TITLE: Support Account Manager

LOCATION: Hybrid in New York City or Jacksonville

SALARY: $90,000-$110,000 base salary + bonus (based on NYC, will be adjusted for geo)

The Role

If you love client interaction and supporting customer needs on a day to day basis, we're looking for you. As a Support Account Manager, you'll be working alongside the Client Support team to manage some of Canoe's premier client inquiries, act as a point of contact, and manage client's expectations. In this role, you'll have the unique opportunity to act as a subject matter expert, educate premier clients on our breakthrough technology, and build Canoe's business alongside our growing team. This role will require strong organizational, problem solving, and client management skills. This role reports into the Director of Client Support.

What You’ll Do

• Be a Canoe product expert and understand how Canoe's proprietary machine learning technology adds value to our clients workflows
• Be first line of contact for Canoe's premier customers, answering cases related to how-to's, troubleshooting, and training
• Schedule and attend recurring meetings with premier clients to discuss open support cases, product releases and other client concerns
• Attend quarterly client management review meetings to discuss overall Support matters specific to the client
• Infrequent ad-hoc requests that may involve coordinating Support outside of normal business hours
• Track and manage client specific metrics, reviewing for key trends
• Manage client effectively by setting client expectations when required
• Act as an internal and client advocate for sensitive issues raised by premier clients
• Work cross-functionally with Canoe teams to solve client inquiries (i.e. the case)
• Respond to client inquiries in a consistent, concise and timely manner
• Collaborate with Canoe's Product team to relay ideas/feedback and track the resolution of reported bugs
• Coordinate with Canoe's Data Team to absorb client feedback into Canoe's technology to positively impact future systematic collection of data
• Conduct client trainings focused on foundational functionality and best practices

What We’re Looking For

• Client-centric; a genuine interest to deliver results for customers
• Enjoys working in a collaborative environment, sharing best practices, and supporting teammates
• Ability to handle multiple client cases simultaneously, easily shifting to address critical issues
• Analytical, data-driven self-starter that is detailed-oriented and resourceful
• Problem-solver who thrives in diving into details when required
• Client management and organizational skills
• Prior experience working in a client services environment, managing premier or enterprise clients
• Experience (including internships) with Client Support tooling & reporting, such as Salesforce CRM, Helpjuice, Jira, Confluence
• Knowledge of alternative investments
• Prior experience (including internships) with management consulting, business process outsourcing, or technology related professional services
• Someone that enjoys leaning in on new initiatives; specifically AI initiatives that will propel the Canoe Support team into the future

What You’ll Get

• Medical, dental, vision benefits
• Flexible PTO
• 401(k)
• Flexible work from home policy
• Home office stipend
• Employee Assistance Program
• Gym/Wifi reimbursement
• Education assistance
• Parental Leave

Our Values

• Client First -> Listen, and deliver client-centric solutions
• Be An Owner -> Take initiative, improve situations, drive positive outcomes
• Excellence -> Always set the highest standard for yourself and others
• Win Together -> 1 + 1 = 3

Who We Are

Canoe is reimagining alternative investment data processes for hundreds of leading institutional investors, capital allocators, asset servicing firms and wealth managers. By combining industry expertise with the most sophisticated data capture technologies, Canoe's technology automates the highly-frustrating, time-consuming, and costly manual workflows related to alternative investment document and data management, extraction and delivery. With Canoe, clients can refocus capital and human resources on business performance and growth, increase efficiency, and gain deeper access to their data. Canoe's AI-driven platform was developed in 2013 for Portage Partners LLC, a private investment firm.

Canoe is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Our mission is to unlock efficiencies in alternative investment processes by introducing purpose-built automation into the workflows of institutional investors, asset servicers, capital allocators and wealth managers.