Support Account Manager

COMPANY: Canoe IntelligenceWEBSITE: https://canoeintelligence.com/TITLE: Support Account ManagerLOCATION: Jacksonville/New YorkSALARY: $90,000-$110,000The RoleIf 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 Sr. Manager of Client Support.What You’ll DoBe a Canoe product expert and understand how Canoe’s proprietary machine learning technology adds value to our clients workflowsBe first line of contact for Canoe’s premier customers, answering cases related to how-to’s, troubleshooting, and trainingSchedule and attend recurring meetings with premier clients to discuss open support cases, product releases and other client concernsAttend quarterly client management review meetings to discuss overall Support matters specific to the clientInfrequent ad-hoc requests that may involve coordinating Support outside of normal business hoursTrack and manage client specific metrics, reviewing for key trendsManage client effectively by setting client expectations when requiredAct as an internal and client advocate for sensitive issues raised by premier clientsWork cross-functionally with Canoe teams to solve client inquiries (i.e. the case)Respond to client inquiries in a consistent, concise and timely mannerCollaborate with Canoe’s Product team to relay ideas/feedback and track the resolution of reported bugsCoordinate with Canoe’s Data Operations Team to absorb client feedback into Canoe’s technology to positively impact future systematic collection of dataFacilitate enhanced client experience by contributing videos and articles to Canoe’s Knowledge BaseConduct client trainings focused on foundational functionality and best practicesRequiredWhat We’re Looking For:Client-centric; a genuine interest to deliver results for customersEnjoys working in a collaborative environment, sharing best practices, and supporting teammatesAbility to handle multiple client cases simultaneously, easily shifting to address critical issuesAnalytical, data-driven self-starter that is detailed-oriented and resourcefulProblem-solver who thrives in diving into details when requiredClient management and organizational skillsPrior experience working in a client services environment, managing premier or enterprise clientsExperience (including internships) with Client Support tooling & reporting, such as Salesforce CRM, Helpjuice, Jira, ConfluenceKnowledge of alternative investmentsPrior experience (including internships) with management consulting, business process outsourcing, or technology related professional servicesSomeone that enjoys leaning in on new initiatives; specifically AI initiatives that will propel the Canoe Support team into the futurePreferredJacksonville or New York Metro Area. Remote working acceptable with commensurate experienceWhat You’ll GetAccess to benefits, including medical, dental, vision, & commuter benefits401KEmployee Assistance ProgramFlexible PTOGym/wifi reimbursementEducation reimbursementWhat’s The Process?Our candidate discovery process generally constitutes the following key milestones: Phone Interview(s), Video Interview(s), Review of Work Product, and Small Project/Case Study/Presentation.Our ValuesClient First —> Listen, and deliver client-centric solutionsBe An Owner —> Take initiative, improve situations, drive positive outcomesExcellence —> Always set the highest standard for yourself and othersWin Together —> 1 + 1 = 3Who We AreCanoe is redefining 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.