Support Account Manager

About Canoe Intelligence

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.

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.

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
• Handle 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 clients 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

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

• 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

Key skills/competency

• Client Relationship Management
• Customer Support
• Account Management
• Problem Solving
• Communication
• Organizational Skills
• Product Expertise
• Client Education
• Data Analysis
• AI Technology