Support Account Manager

Support Account Manager

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.

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

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

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

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

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.