Premier Support Manager

About Kinaxis

Elevate your career journey by embracing a new challenge with Kinaxis. We are experts in tech, but it’s really our people who give us passion to always seek ways to do things better. As such, we’re serious about your career growth and professional development, because People matter at Kinaxis.    

In 1984, we started out as a team of three engineers based in Ottawa, Canada. Today, we have grown to become a global organization with over 2000 employees around the world, and support 40,000+ users in over 100 countries. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries. We are expanding our team in Europe and around the world as we continue to innovate and revolutionize how we support our customers. 

Our regional offices serve as centralized hubs where employees and customers from across Europe can come together to work towards solving some of the biggest challenges facing supply chains.

Location

This is a remote position. You can work from home and be located anywhere in Location

OR 

our office in Location 

About the team

The Premier Support team focuses on the post-sales support to Kinaxis’ enterprise class customers, serving as their initial point of contact to resolve their technical challenges and gaps.  The team strives for outstanding customer satisfaction through interactions, timeliness and quality of resolution for which each member of the team plays an integral part in achieving this success. 

Premier Support Managers for our largest strategic enterprise class customers provide an advanced level of support and develop robust long-lasting relationships with our customers, personally supporting them through their journey with Maestro.

What you will do

• This role will be a technical point of contact for enterprise customers. Works closely with a limited number of customers (typically 4) to develop long lasting relationships and deliver 1-on-1 guidance, expert advice and pro-active health monitoring.
• Act as the single point of contact for assigned enterprise customer escalations and manage the resolution process to closure, providing customer status updates and feedback throughout
• Effectively interact with other Kinaxis business units, including Support, R&D, Product Management, Sales on behalf of customers, advocating for requirements / solutions
• Act as a trusted advisor for Premier Support enterprise class customers, ensuring queries and issues are routed to the appropriate resources
• Maintain current and accurate knowledge of customers environments, use of Kinaxis products and maintain customer’s site profiles
• Proactively communicate with customers providing information related to upgrades, patches or any other technical information which may impact their usage or solution
• Conduct regular update calls and service request reviews with customers, generate status reports of technical support activities
• Act as an advocate for Kinaxis Support, identify potential new opportunities through collaborations with Sales, Professional Services and/or Strategic Services

What we are looking for

• Minimum 7 years of experience in Technical or Support Account Management role
• Demonstrated experience managing strategic enterprise class global customers in a technical capacity
• Expertise with project management methodologies
• Demonstrated experience managing escalations and working with high profile customers
• Outstanding communication skills and the ability to communicate at all levels of the organization
• Experience with Backup or Recovery Solutions
• Experience working as part of a technical support / services delivery team

#Full-time #Senior #LI-Remote #LI-KH1

Work With Impact: Our platform directly helps companies power the world’s supply chains. We see the results of what we do out in the world every day—when we see store shelves stocked, when medications are available for our loved ones, and so much more. 

Work with Fortune 500 Brands: Companies across industries trust us to help them take control of their integrated business planning and digital supply chain. Some of our customers include Lockheed Martin, Yamaha, P&G, Honda, and more. 

Social Responsibility at Kinaxis: Our Diversity, Equity, and Inclusion Committee weighs in on hiring practices, talent assessment training materials, and mandatory training on unconscious bias and inclusion fundamentals. Sustainability is key to what we do and we’re committed to net-zero operations strategy for the long term. We are involved in our communities and support causes where we can make the most impact.

People matter at Kinaxis and these are some of the perks and benefits we created for our team:

• Flexible vacation and Kinaxis Days (company-wide day off on the last Friday of every month)
• Flexible work options
• Physical and mental well-being programs
• Regularly scheduled virtual fitness classes
• Mentorship programs and training and career development
• Recognition programs and referral rewards
• Hackathons

For more information, visit the Kinaxis web site at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com. 

Kinaxis welcomes candidates to apply to our inclusive community. We provide accommodations upon request to ensure fairness and accessibility throughout our recruitment process for all candidates, including those with specific needs or disabilities. If you require an accommodation, please reach out to us at [email protected]. Please note that this contact information is strictly for accessibility requests and cannot be used to inquire about application statuses.

Kinaxis is committed to ensuring a fair and transparent recruitment process. We use artificial intelligence (AI) tools in the initial step of the recruitment process to compare submitted resumes against the job description, to identify candidates whose education, experience and skills most closely match the requirements of the role. After the initial screening, all subsequent decisions regarding your application, including final selection, are made by our human recruitment team. AI does not make any final hiring decisions.