Premier Support Manager

Kinaxis Inc.•Remote,

11d•Remote

About The Position

As a Premier Support Manager (PSM), you will be part of the Kinaxis Premier Support Team delivering post-sales support services to strategic enterprise customers. The PSM serves as the primary point of contact for support and operational health activities, ensuring an exceptional customer experience through proactive service management, escalation management and operational oversight. Working closely with customers and internal Kinaxis teams, the PSM develops a deep understanding of customer systems, support requirements and business priorities. In addition to coordinating support activities, the PSM proactively monitors customer environment health, reviews operational trends and highlights observations, emerging risks and opportunities for improvement. By combining data analysis, customer engagement and knowledge of Kinaxis best practices, the PSM helps customers better understand their environment and make informed decisions. If you want to be part of a team that challenges you, moves fast, improves constantly, and makes a difference, let’s talk.

Requirements

Degree in Business, Engineering, Computer Science, Information Systems, or a related field, or equivalent practical experience.
5-7 years of progressive experience supporting enterprise SaaS applications in a customer-facing role, including service delivery, support account management or technical account management.
Experience managing strategic enterprise customers and building relationships across multiple stakeholder levels.
Ability to work independently, while collaborating effectively across multiple business functions.
Experience managing high-priority issues, customer escalations, and complex support situations.
Strong analytical skills with the ability to interpret operational data, identify patterns, and translate insights into actionable recommendations.
Experience leveraging monitoring, reporting, analytics, or dashboarding tools to evaluate system performance and customer health.
Demonstrates curiosity and a proactive approach to uncovering risks, investigating anomalies, and identifying opportunities for improvement.
Effective verbal and written communication skills, including presenting information to technical and business audiences.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

Responsibilities

Serve as the primary point of contact for support escalations and critical situations.
Lead regular service reviews, support case reviews, and operational discussions to ensure alignment on priorities, risks, and outcomes.
Develop trusted relationships with customer stakeholders and serve as an advocate for customer needs within Kinaxis.
Develop a deep understanding of customer environments, business processes and operational objectives.
Monitor customer environment health using Kinaxis reporting, monitoring and analytics tools.
Analyze trends in system usage, performance, support activity, and operational metrics to identify emerging risks and opportunities for improvement.
Provide guidance and recommendations aligned with Kinaxis best practices to improve operational effectiveness and customer experience.
Maintain awareness of customer deployments, significant business events and operational changes that may impact system performance or support requirements.
Collaborate with Support, Cloud Services, Product Management, and Customer Success teams to drive successful customer outcomes.
Share support insights, trends and investigation outcomes with customers, providing context, guidance and actionable next steps.