Support Account Manager
Canoe Intelligence, Trumansburg, NY, United States
Company
Website:
https://canoeintelligence.com/
Title:
Support Account Manager
Location:
Jacksonville/New York
Salary:
$90,000-$110,000
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 Sr. Manager 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 Operations Team to absorb client feedback into Canoe’s technology to positively impact future systematic collection of data
Facilitate enhanced client experience by contributing videos and articles to Canoe’s Knowledge Base
Conduct client trainings focused on foundational functionality and best practices
Required
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
Preferred
Jacksonville or New York Metro Area. Remote working acceptable with commensurate experience
What You’ll Get
Access to benefits, including medical, dental, vision, & commuter benefits
401K
Employee Assistance Program
Flexible PTO
Gym/wifi reimbursement
Education reimbursement
What’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 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 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.
#J-18808-Ljbffr
https://canoeintelligence.com/
Title:
Support Account Manager
Location:
Jacksonville/New York
Salary:
$90,000-$110,000
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 Sr. Manager 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 Operations Team to absorb client feedback into Canoe’s technology to positively impact future systematic collection of data
Facilitate enhanced client experience by contributing videos and articles to Canoe’s Knowledge Base
Conduct client trainings focused on foundational functionality and best practices
Required
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
Preferred
Jacksonville or New York Metro Area. Remote working acceptable with commensurate experience
What You’ll Get
Access to benefits, including medical, dental, vision, & commuter benefits
401K
Employee Assistance Program
Flexible PTO
Gym/wifi reimbursement
Education reimbursement
What’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 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 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.
#J-18808-Ljbffr