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About the Role

As a Support Account Manager, you will manage premier client inquiries, serve as a point of contact, and set client expectations. You will act as a subject matter expert, educate clients on our technology, and contribute to business growth within a collaborative team environment. This role requires strong organizational, problem-solving, and client management skills.

Responsibilities

• Act as a product expert, understanding how Canoe’s technology adds value to client workflows.
• Serve as the first point of contact for premier customers, addressing how-to questions, troubleshooting, and training needs.
• Schedule and attend recurring meetings with premier clients to discuss support cases, product releases, and other concerns.
• Attend quarterly client management review meetings to discuss overall Support matters.
• Handle infrequent ad-hoc requests, potentially coordinating Support outside of normal business hours.
• Track and manage client-specific metrics, identifying key trends.
• Effectively manage clients by setting expectations when necessary.
• Act as an internal and client advocate for sensitive issues.
• Collaborate with internal Canoe teams to resolve client inquiries.
• Respond to client inquiries consistently, concisely, and in a timely manner.
• Relay ideas and feedback to the Product team and track bug resolution.
• Coordinate with the Data Team to incorporate client feedback into Canoe’s technology.
• Conduct client trainings on foundational functionality and best practices.

Requirements

• Client-centric with a genuine interest in delivering results for customers.
• Enjoys working collaboratively, sharing best practices, and supporting teammates.
• Ability to handle multiple client cases simultaneously and shift focus to critical issues.
• Analytical, data-driven self-starter with attention to detail and resourcefulness.
• Problem-solver adept at diving into details.
• Possesses client management and organizational skills.
• Prior experience in client services, managing premier or enterprise clients.
• Experience with Client Support tooling & reporting (e.g., Salesforce CRM, Helpjuice, Jira, Confluence).
• Knowledge of alternative investments.
• Prior experience with management consulting, business process outsourcing, or technology-related professional services.
• Enjoys contributing to new initiatives, particularly AI advancements.

Skills

• Organizational skills
• Problem-solving skills
• Client management skills
• Client Support tooling & reporting
• Salesforce CRM
• Helpjuice
• Jira
• Confluence
• Alternative investments knowledge
• Management consulting
• Business process outsourcing
• Technology related professional services
• AI initiatives

Location

• Hybrid in New York
• Hybrid in Jacksonville

Work Type

• Hybrid
• Full-time

Experience Level

• Prior experience working in a client services environment
• Experience managing premier or enterprise clients
• Experience (including internships) with Client Support tooling & reporting
• Prior experience (including internships) with management consulting, business process outsourcing, or technology related professional services

Salary/Compensations

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

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

About the Company

• Canoe is reimagining alternative investment data processes for hundreds of leading institutional investors, capital allocators, asset servicing firms and wealth managers.
• Canoe’s technology automates manual workflows related to alternative investment document and data management, extraction and delivery.
• 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.

Equal Opportunity

• Canoe is an equal opportunity employer.
• All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.
• We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.