Enterprise SaaS Premier Support Lead

Kinaxis; Ottawa; Hybrid; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Flexible vacation

Flexible work options

Well-being programs

Mentorship programs

Hackathons

Job summary

Kinaxis is seeking a Premier Support Manager (PSM) to deliver post-sales services to strategic enterprise customers in a hybrid Canada-based role. You will coordinate support, monitor environments, and drive proactive service management with internal Kinaxis teams.

You will develop deep customer understanding, manage escalations, and lead reviews to align on priorities while delivering exceptional customer outcomes in a fast-paced environment.

Qualifications

• 5-7 years of enterprise SaaS customer-facing experience.
• Experience managing strategic enterprise customers across multiple stakeholder levels.
• Ability to work independently while collaborating across multiple business functions.
• Experience managing high-priority issues, customer escalations, and complex support situations.
• Strong analytical skills to interpret operational data and translate insights into recommendations.
• Experience leveraging monitoring, reporting, analytics, or dashboarding tools to evaluate system performance and customer health.
• Demonstrates curiosity and proactive approach to uncovering risks and opportunities for improvement.
• Effective verbal and written communication with technical and business audiences.

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 align on priorities and outcomes.
• Develop trusted relationships with customer stakeholders and advocate for their needs within Kinaxis.
• Understand customer environments, processes, and operational objectives.
• Monitor customer environment health using Kinaxis reporting and analytics tools.
• Analyze trends to identify risks and opportunities for improvement.
• Provide guidance aligned with Kinaxis best practices to improve operations and customer experience.
• Maintain awareness of deployments and business events that affect performance or support needs.
• Collaborate with Support, Cloud Services, Product Management, and Customer Success to drive outcomes.
• Share insights and next steps with customers with context and guidance.

Skills

Enterprise SaaS

Stakeholder management

Analytical skills

Customer communications

Monitoring dashboards

Education

Degree in Business/Engineering/CS

Tools

Monitoring dashboards

Job description

Kinaxis is seeking a Premier Support Manager (PSM) to deliver post-sales services to strategic enterprise customers in a hybrid Canada-based role. You will coordinate support, monitor environments, and drive proactive service management with internal Kinaxis teams.

You will develop deep customer understanding, manage escalations, and lead reviews to align on priorities while delivering exceptional customer outcomes in a fast-paced environment.