Location

This is a remote position. You can work from home and be located anywhere in Ireland

About the team

As a Premier Support Manager (PSM), you will be part of the Kinaxis Premier Support Team delivering post-sales support services to strategic enterprise customers.

The PSM serves as the primary point of contact for support and operational health activities, ensuring an exceptional customer experience through proactive service management, escalation management and operational oversight. Working closely with customers and internal Kinaxis teams, the PSM develops a deep understanding of customer systems, support requirements and business priorities.

In addition to coordinating support activities, the PSM proactively monitors customer environment health, reviews operational trends and highlights observations, emerging risks and opportunities for improvement. By combining data analysis, customer engagement and knowledge of Kinaxis best practices, the PSM helps customers better understand their environment and make informed decisions.

If you want to be part of a team that challenges you, moves fast, improves constantly, and makes a difference, let’s talk.

Vacancy Status

This is an existing job vacancy

What you will do

• 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.

What we are looking for

• 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.
• 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.

#Senior #LI-CS1

Work With Impact: Our platform directly helps companies power the world’s supply chains. We see the results of what we do out in the world every day, when we see store shelves stocked, when medications are available for our loved ones, and so much more.

Work with Fortune 500 Brands: Companies across industries trust us to help them take control of their integrated business planning and digital supply chain. Some of our customers include Lockheed Martin, Unilever, P&G, ExxonMobil, Cisco and more.

Social Responsibility at Kinaxis: Our Diversity, Equity, and Inclusion Committee weighs in on hiring practices, talent assessment training materials, and mandatory training on unconscious bias and inclusion fundamentals. Sustainability is key to what we do and we’re committed to a long-term net-zero operations strategy. We are involved in our communities and support causes where we can make the most impact.

People matter at Kinaxis and here are some of the perks and benefits we offer, which may vary by location and employee:

• 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

For more information, visit the Kinaxis website at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com.