Remote Premier Support Lead – Enterprise SaaS

Kinaxis; Quebec; Hybrid; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible vacation and Kinaxis Days

Flexible work options

Physical and mental well-being program

Regular virtual fitness classes

Mentorship programs & career dev

Recognition programs & referral

Hackathons

Job summary

Kinaxis is seeking a Premier Support Manager (PSM) to join our team in Canada. You will be the main point of contact for strategic enterprise customer support and drive health checks, risk reviews, and proactive service management to ensure exceptional customer outcomes.

You will collaborate with cross-functional teams to understand customer environments, monitor performance, and translate insights into actions that improve service delivery and customer satisfaction.

Qualifications

• Degree in Business, Engineering, Computer Science, Information Systems, or a related field.
• 5–7 years of progressive experience supporting enterprise SaaS applications in a customer-facing role.
• 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.

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.

Skills

Analytical skills

Communication skills

Organizational skills

Independent work

Collaboration

Proactive mindset

Education

Degree in Business or Engineering or CS or Information Systems

Tools

Monitoring tools

Reporting tools

Analytics dashboards

Job description

Kinaxis is seeking a Premier Support Manager (PSM) to join our team in Canada. You will be the main point of contact for strategic enterprise customer support and drive health checks, risk reviews, and proactive service management to ensure exceptional customer outcomes.

You will collaborate with cross-functional teams to understand customer environments, monitor performance, and translate insights into actions that improve service delivery and customer satisfaction.