COMPANY: Canoe Intelligence
WEBSITE: https://canoeintelligence.com/
TITLE: VP of Client Operations
LOCATION: New York City (hybrid) or Fully Remote in the United States
SALARY: $200,000 to $225,000, plus bonus
The Role:
As the VP of Client Operations, you will play a pivotal role in driving the success of our organization by overseeing the Implementations, Data Operations, and Client Support teams. You will be responsible for ensuring the seamless delivery of our products and services to our clients, maintaining the highest levels of customer satisfaction, and driving operational excellence across all aspects of client operations.
What You'll Do:

• Provide strategic direction and leadership to the Implementations, Data Operations, and Client Support teams, aligning their efforts with the overall goals and objectives of the company.
• Develop the services offering and improve services go-to-market to capture additional opportunities.
• Proactively partner with Sales teams to leverage Client Operations and services offerings in new client opportunities.
• In cooperation with the Finance team, improve cost-to-serve and operating margins through cohort analysis, service tiers, pricing & packaging.
• Establish performance metrics and leading KPIs to monitor team performance and drive accountability through team management.
• Report to Senior Leadership and Board on Client Operations results and strategic roadmap.
• Develop a deep understanding of the Enterprise client segment and the requisite services required to ensure client success, through recurring engagements with senior members of Canoe's largest clients.
• Optimize client operations processes to drive consistency and efficiency, and enhance the client experience.
• Foster a culture of continuous improvement, innovation, and accountability within the client operations teams.

What We're Looking For:

• 10 years of senior leadership experience in client operations, implementation management, professional services or related roles in B2B Fintech or enterprise software.
• Proven track record of leadership and success in building and managing high-performing teams across several functions, globally, and in a hybrid/remote work environment.
• Track record of operating margin improvement within a client operations role and a proven ability to design business cases for operational improvements.
• Comfortable with quarterly travel for senior leadership meetings to New York as well as for occasional client meetings.
• Previous ownership of offshore resources and third-party contractors with ability to manage budget and negotiate contracts directly.
• Demonstrated ability to drive process improvements, optimize workflows, and deliver exceptional results in a fast-paced and dynamic environment.
• Knowledge of regulatory requirements and industry best practices related to client operations and data management.
• Bachelor's degree in business administration, finance, or a related field; MBA or advanced degree preferred.

Preferred:

• Previous experience and knowledge of alternative investments and the private equity landscape

What You'll Get:

• Medical, dental, vision benefits
• Flexible PTO
• 401(k)
• Flexible work from home policy
• Home office stipend + wifi reimbursement
• Employee Assistance Program
• Gym reimbursement
• Education assistance
• Parental Leave
• Commuter benefits

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 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.
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.