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About the Role
As a Senior Client Support Analyst, you will manage client inquiries, act as a point of contact for client requests, and serve as a subject matter expert on Canoe's technology. You will educate clients and contribute to business growth within the Client Support team.
Responsibilities
- Become a Canoe product expert and understand how Canoe’s proprietary machine learning technology adds value to our clients workflows
- Troubleshoot and resolve complex client issues
- Act as an escalation point of contact for Canoe’s production customer base and junior support resources, answering cases related to how-to’s, troubleshooting, and training
- Lead cross-functionally with Canoe teams to solve client inquiries
- Respond to client inquiries in a consistent, concise and timely manner
- Take on urgent or critical client issues immediately after being reported
- Educate new and existing resources on functionality and internal processes
- 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
- Work directly with the Relationship Management team on clients in an escalated situation
- Facilitate enhanced client experience by contributing videos and articles to Canoe’s Knowledge Base
- Conduct client trainings focused on foundational functionality and best practices
- Be a thought-partner on larger initiatives involving Support and take lead on those projects
- Act as a technical contact for Canoe’s customers and internal resources, related to how-to’s, troubleshooting, and training, including the Canoe API and other product integrations
Requirements
- Client-centric with a genuine interest to deliver results for customers
- Enjoys working in a collaborative environment, sharing best practices, and supporting teammates
- Can thrive off being a self-starter early in the day, prior to US business hours
- Analytical, data-driven self-starter that is detailed-oriented and resourceful
- Problem-solver who thrives in diving into details when required
- Basic understanding of SQL, APIs and Python
- Experience (including internships) with Client Support tooling & reporting, such as Salesforce, Zendesk, Jira, Confluence
- Enjoys leaning in on new initiatives, specifically AI initiatives that will propel the Canoe Support team into the future
- Prior experience (including internships) with management consulting, business process outsourcing, or technology related professional services
- Knowledge of alternative investments
Skills
- SQL
- APIs
- Python
- Salesforce
- Zendesk
- Jira
- Confluence
- AI
Location
- Jacksonville, FL
- New York City, NY
Work Type
- Hybrid
Experience Level
- Senior
Salary/Compensations
- $85,000 - $95,000 base salary + bonus (based on Jacksonville, 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.
- By combining industry expertise with the most sophisticated data capture technologies, Canoe’s technology automates the highly-frustrating, time-consuming, and costly manual workflows related to alternative investment document and data management, extraction and delivery.
- With Canoe, 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
- 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.