Support Account Manager

🕒 6 days ago

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Canoe Intelligence

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

💳 Fintech

☁️ SaaS

🤖 Artificial Intelligence

💰 $36M Series C - Canoe on 2024-07

Fintech • SaaS • Artificial Intelligence

Canoe Intelligence is a software company that provides purpose-built automation to streamline alternative investment workflows for institutional investors, asset servicers, capital allocators, and wealth managers. Its SaaS platform applies machine learning and automation to extract, normalize, and manage investment data, helping clients improve operational efficiency and reporting in the alternatives space. Canoe operates with distributed teams across New York, London, and Jacksonville and emphasizes client-focused B2B solutions, AI-driven product development, and automation for the finance industry.

📋 Description

• 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 • Conduct client trainings focused on foundational functionality and best practices

🎯 Requirements

• 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

🏖️ Benefits

• 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