Support Account Manager

COMPANY: Canoe Intelligence

WEBSITE: https://canoeintelligence.com/

TITLE: Support Account Manager

LOCATION: Hybrid in New York or Jacksonville

SALARY: $90,000-$110,000 base + bonus (based on NYC, will be adjusted for geo)

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 Director 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 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
  

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:

• 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

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 reimagining alternativ