[Hiring] Premier Support Manager @Kinaxis

Role Description

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.

• 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.

Qualifications

• 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.

Benefits

• Flexible vacation and Kinaxis Days (company-wide days off)
• Flexible work options
• Physical and mental well-being programs
• Regularly scheduled virtual fitness classes
• Mentorship programs, training, and career development
• Recognition programs and referral rewards
• Hackathons