Support Account Manager

• 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

• 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

• 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

• 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

What We Do

Canoe offers first-of-its kind AI technology powering the future of alternative investments. Canoe has reimagined the future of alternative investments with cloud-based machine-learning technology for document collection data extraction and data science initiatives. We transform complex documents into actionable intelligence within seconds and empower allocators with tools to unlock new efficiencies for their business. Since the beginning we’ve maintained a focused client-first approach to building and enhancing our technology and will continue to do so. By introducing automation to alternatives document collection and data management workflows institutional investors wealth managers and general partners are seeing dramatic improvements in data accuracy and access team efficiency and client satisfaction.

Why Work With Us

At Canoe we look for people who are open-minded willing to roll up their sleeves and constantly ask questions. We believe that diverse backgrounds and perspectives foster conversation and innovation and collaborate to make each other better. Canoe's success is intertwined with each individual's success which is why we focus on the team.

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