Premier Support Manager

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Act as the main contact for support escalations and critical situations.

• Facilitate regular service reviews, support case evaluations, and operational discussions.

• Build trusted relationships with customer stakeholders and advocate for their needs within Kinaxis.

• Acquire a comprehensive understanding of customer environments, business processes, and operational goals.

• Monitor the health of customer environments utilizing Kinaxis reporting, monitoring, and analytics tools.

• Examine trends in system usage, performance, support activities, and operational metrics.

• Identify emerging risks and opportunities for enhancement.

• Provide guidance and recommendations that align with Kinaxis best practices.

• Stay informed about customer deployments, significant business events, and operational changes.

• Collaborate with Support, Cloud Services, Product Management, and Customer Success teams.

• Share insights, trends, and investigation results with customers, including actionable next steps.

⛳️ Requirements

• Bachelor's degree in Business, Engineering, Computer Science, Information Systems, or a related field, or equivalent practical experience.

• 5-7 years of progressive experience in supporting enterprise SaaS applications in a customer-facing capacity, including service delivery, support account management, or technical account management.

• Proven experience managing strategic enterprise customers and cultivating relationships across various stakeholder levels.

• Capability to work independently while effectively collaborating across multiple business functions.

• Experience handling high-priority issues, customer escalations, and complex support scenarios.

• Strong analytical skills to interpret operational data, identify patterns, and convert insights into actionable recommendations.

• Familiarity with leveraging monitoring, reporting, analytics, or dashboarding tools to assess system performance and customer health.

• Curiosity and a proactive mindset for uncovering risks, investigating anomalies, and recognizing opportunities for improvement.

• Excellent verbal and written communication skills, including the ability to present information to both technical and business audiences.

• Strong organizational skills to manage multiple priorities in a dynamic 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 opportunities.

• Recognition programs and referral rewards.

• Hackathons.

• Inclusive recruitment accommodations available upon request.