Support Account Manager
Canoe Intelligence
full-time
Posted on:
Location Type: Hybrid
Location: Jacksonville • Florida • New York • United States
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Salary
💰 $90,000 - $110,000 per year
About the role
- 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
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
Benefits
- Access to benefits, including medical, dental, vision, & commuter benefits
- 401K
- Employee Assistance Program
- Flexible PTO
- Gym/wifi reimbursement
- Education reimbursement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
machine learningclient supportdata analysisproblem-solvingclient managementorganizational skillstraining facilitationreportingbest practicesAI initiatives
Soft Skills
client-centriccollaborativedetail-orientedresourcefulanalyticalability to handle multiple casescommunicationadvocacytime managementflexibility