Remote Premier Support Manager

Kinaxis; Ireland; On-site; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Flexible vacation

Flexible work options

Well-being programs

Virtual fitness classes

Mentorship programs

Recognition programs

Hackathons

Job summary

Kinaxis is a remote-first Ireland-based company seeking a Premier Support Manager to join our Premier Support Team and deliver post-sales support to strategic enterprise customers. You will be the primary contact for support escalations and act as an advocate for customer needs within Kinaxis.

You will lead service reviews, monitor customer environments, and collaborate with cross-functional teams to ensure outcomes that drive customer success.

Qualifications

• 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 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.

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

Enterprise SaaS support

Customer-facing experience

Analytical skills

Stakeholder management

Proactive risk identification

Strong communication

Education

Degree in Business, Engineering, CS, IS, or related

Tools

Monitoring tools

Reporting/analytics tools

Dashboarding tools

Job description

Kinaxis is a remote-first Ireland-based company seeking a Premier Support Manager to join our Premier Support Team and deliver post-sales support to strategic enterprise customers. You will be the primary contact for support escalations and act as an advocate for customer needs within Kinaxis.

You will lead service reviews, monitor customer environments, and collaborate with cross-functional teams to ensure outcomes that drive customer success.