Premier Support Manager

🕒 August 20

🇨🇦 Canada – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kinaxis

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

🏭 Manufacturing

💰 $33M Venture Round on 2000-05

Consulting • Healthcare • Manufacturing

Kinaxis is a leading provider of supply chain orchestration solutions, specializing in AI-infused supply chain planning and management. Their flagship platform, Maestro, enables organizations to master complexity and optimize decision-making processes across the entire supply chain. By integrating advanced analytics with real-time data visibility, Kinaxis helps businesses improve operational efficiency, predict demand, and respond proactively to disruptions.

📋 Description

• 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

🎯 Requirements

• 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 • 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

🏖️ Benefits

• 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