Remote Premier Support Manager - Enterprise Care

Kinaxis; Cork; On-site; EUR 65,000 - 95,000; Full time

Benefits offered by this job

Flexible vacation

Flexible work options

Well-being programs

Virtual fitness classes

Mentorship programs

Career development

Recognition programs

Hackathons

Job summary

Kinaxis seeks an experienced Premier Support Manager (PSM) for Ireland. You will lead post-sales support for strategic enterprise customers, coordinating health monitoring, escalations, and service reviews to drive outcomes.

Build trusted customer relationships and align with Kinaxis practices across multiple teams. You will monitor environments, identify risks, and advocate for customers while collaborating with Support, Cloud Services, and Product teams to optimize service quality.

Qualifications

• Degree in Business, Engineering, Computer Science, Information Systems, or related field, or equivalent practical experience.
• 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.
• 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 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 risks and opportunities.
• Provide guidance and recommendations aligned with Kinaxis best practices to improve operational effectiveness and customer experience.
• Maintain awareness of customer deployments and significant business events impacting performance or support needs.
• Collaborate with Support, Cloud Services, Product Management, and Customer Success teams to drive outcomes.
• Share insights and investigation outcomes with customers, providing context and next steps.

Skills

Enterprise SaaS

Stakeholder management

Analytical skills

Communication

Independent working

Prioritization

Education

Degree in Business/Engineering/CS

Tools

Monitoring tools

Job description

Kinaxis seeks an experienced Premier Support Manager (PSM) for Ireland. You will lead post-sales support for strategic enterprise customers, coordinating health monitoring, escalations, and service reviews to drive outcomes.

Build trusted customer relationships and align with Kinaxis practices across multiple teams. You will monitor environments, identify risks, and advocate for customers while collaborating with Support, Cloud Services, and Product teams to optimize service quality.