Premier Support Manager

Kinaxis Inc.

23h•Hybrid

About The Position

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. Today, we have grown to become a global organization with over 2000 employees around the world, with a brand-new HQ based in Kanata North in Ottawa. As one of Canada’s Top Employers, we are proud to work with our customers and employees towards solving some of the biggest challenges facing supply chains today. At Kinaxis, we power the world’s supply chains to help preserve the planet’s resources and enrich the human experience. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries, with more than 40,000 users in over 100 countries. We are expanding our team as we continue to innovate and revolutionize how we support our customers. 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. 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.

Requirements

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

Responsibilities

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

Benefits

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

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