Premier Support Manager

About Kinaxis

About the team

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
• Post-secondary degree or diploma in a related field

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.

• 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 recruitmentprograms@kinaxis.com. Please note that this contact information is strictly for accessibility requests and cannot be used to inquire about application statuses.