Support Account Manager

Canoe Intelligence•Jacksonville, FL

25d•Remote

About The Position

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.

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

Nice To Haves

Jacksonville or New York Metro Area. Remote working acceptable with commensurate experience

Responsibilities

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