Enterprise Premier Support Manager - Remote

Kinaxis; Galway; On-site; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Flexible vacation

Kinaxis Days (company-wide)

Flexible work options

Well-being programs

Mentorship programs

Career development

Hackathons

Job summary

Kinaxis, a global leader in modern supply chain orchestration, seeks a Premier Support Manager to join our Ireland-based team working remotely. You will serve as the primary contact for post‑sales support for strategic enterprise customers, coordinating health activities and escalation management.

You will monitor environments, analyze trends, and collaborate with cross‑functional teams to drive outcomes and improvements, ensuring exceptional customer experience across deployments.

Qualifications

• Degree in Business/Engineering/CS or related field.
• 5–7 years of enterprise SaaS customer‑facing experience.
• Experience managing strategic enterprise customers.
• Strong analytical skills and ability to translate data into actionable recommendations.
• Excellent verbal and written communication.
• Ability to work independently and cross-functionally.

Responsibilities

• Serve as primary contact for support escalations.
• Lead service reviews and operational discussions to align on priorities, risks and outcomes.
• Develop trusted relationships with customer stakeholders and advocate for customer needs.
• Develop understanding of customer environments, business processes and objectives.
• Monitor customer environment health using Kinaxis tools and analytics.
• 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 significant events impacting performance.
• Collaborate with Support, Cloud Services, Product Management and Customer Success teams to drive outcomes.
• Share insights and investigation outcomes with customers with guidance and next steps.

Skills

Analytical skills

Communication skills

Stakeholder management

Customer-facing experience

Problem solving

Multitasking

Education

Bachelor's degree (Business/Engineering/CS/IS)

Tools

Monitoring tools

Analytics dashboards

Job description

Kinaxis, a global leader in modern supply chain orchestration, seeks a Premier Support Manager to join our Ireland-based team working remotely. You will serve as the primary contact for post‑sales support for strategic enterprise customers, coordinating health activities and escalation management.

You will monitor environments, analyze trends, and collaborate with cross‑functional teams to drive outcomes and improvements, ensuring exceptional customer experience across deployments.