Premier Support Manager

Kinaxis; Southwestern Ontario; Hybrid; CAD 110,000 - 160,000; Full time

Benefits offered by this job

Flexible vacation and Kinaxis Days

Flexible work options

Well-being programs

Virtual fitness classes

Mentorship and career development

Recognition programs

Job summary

Kinaxis, a global leader in supply chain orchestration, is seeking a Premier Support Manager to lead post-sales support for strategic enterprise customers. You will coordinate support activities, deliver proactive service management, and collaborate with multiple Kinaxis teams to ensure exceptional customer outcomes.

You will engage with customers to monitor health, manage escalations, and drive continuous improvement, leveraging data and Kinaxis best practices.

Qualifications

• Experience in a customer-facing role supporting enterprise SaaS applications.
• Proven ability to manage high-priority issues and customer escalations.
• Strong ability to analyze operational data and translate insights into actions.

Responsibilities

• Serve as the primary contact for support escalations and critical situations.
• Lead service reviews and operational discussions to align priorities and outcomes.
• Develop trusted relationships with customer stakeholders and advocate for customer needs.
• Understand customer environments, processes and objectives.
• Monitor 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.
• Maintain awareness of deployments and business events impacting performance.
• Collaborate with Support, Cloud Services, Product Management, and Customer Success teams.
• Share insights and next steps with customers.

Skills

Customer-facing

Service delivery

Enterprise SaaS

Stakeholder management

Analytical skills

Monitoring dashboards

Communication

Education

Degree in Business, Engineering, CS or related field

Tools

Monitoring tools

Job description

About Kinaxis

Are you looking to join an innovative, market-leading company where you can truly elevate your career? At Kinaxis we are serious about culture, we are serious about technology, we are serious about customers, and we are serious about not taking ourselves too seriously. If you are looking to be part of an incredible growth story, then we might just be the place for you!

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, 6 global office and a best-in-class HQ in Ottawa, Canada. As winners of several Top Employer awards globally, we are proud to work with our customers and employees towards solving some of the biggest challenges facing supply chains today.

Kinaxis is a global leader in modern supply chain orchestration, powering complex global supply chains, and supporting the people who manage them. Our powerful, AI infused platform provides full transparency and visibility across end-to-end supply chains, enabling our customers to make faster, better decisions. We are trusted by renowned global brands to provide the agility and predictability needed to navigate today’s volatility and disruption. 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.

Location

• Ottawa and Toronto, Canada - Hybrid
• Other Canadian locations - Remote

About The Team

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.

Vacancy Status

This is an existing job vacancy

What you will do

• 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.

What we are looking for

• 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.

#Senior

Work With Impact:

Our platform directly helps companies power the world’s supply chains. We see the results of what we do out in the world every day, when we see store shelves stocked, when medications are available for our loved ones, and so much more.

Work with Fortune 500 Brands:

Companies across industries trust us to help them take control of their integrated business planning and digital supply chain. Some of our customers include Lockheed Martin, Unilever, P&G, ExxonMobil, Cisco and more.

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 a long-term net-zero operations strategy. We are involved in our communities and support causes where we can make the most impact.

People matter at Kinaxis and here are some of the perks and benefits we offer, which may vary by location and employee:

• 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

For more information, visit the Kinaxis website at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com .

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 [e-mail]. This contact information is for accessibility requests only and cannot be used to inquire about the status of applications.

Kinaxis is committed to ensuring a fair and transparent recruitment process. We use artificial intelligence (AI) tools in the initial step of the recruitment process to compare submitted resumes against the job description to identify candidates whose education, experience, and skills most closely match the requirements of the role. After the initial screening, all subsequent decisions regarding your application, including final selection, are made by our human recruitment team. AI does not make any final hiring decisions.