Premier Support Manager

About Kinaxis Elevate your career journey by embracing a new challenge with Kinaxis. We are experts in tech, and our people drive passion to improve. We’re committed to career growth and development because People matter at Kinaxis.

In 1984, Kinaxis started as a small team in Ottawa and has grown to a global organization with over 2000 employees, supporting 40,000+ users in over 100 countries. We are a global leader in end-to-end supply chain management and are expanding our team in Europe and worldwide to continue innovating for our customers. Our regional offices serve as hubs for collaboration across Europe.

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

The Premier Support team focuses on post-sales support for Kinaxis’ enterprise-class customers, serving as the initial contact to resolve technical challenges and gaps. The team aims for outstanding customer satisfaction through timely, high-quality resolutions, with each member playing an integral part.

• Be the technical point of contact for enterprise customers, working with a limited number of accounts (typically 4) to provide 1-on-1 guidance, expert advice, and proactive health monitoring.
• Act as the single point of contact for assigned enterprise customer escalations and manage the resolution process to closure, providing status updates and feedback throughout.
• Collaborate with Kinaxis teams (Support, R&D, Product Management, Sales) to advocate for requirements and solutions.
• Serve as a trusted advisor for Premier Support enterprise customers, routing queries to appropriate resources.
• Maintain current knowledge of customers’ environments and Kinaxis product usage; keep customer site profiles up to date.
• Proactively communicate about upgrades, patches, and other technical information that may affect usage or solution.
• Conduct regular update calls and service request reviews with customers; generate status reports of technical support activities.
• Advocate for Kinaxis Support and identify potential new opportunities through collaboration with Sales, Professional Services, and/or Strategic Services.

• Minimum 7 years of experience in technical or support account management roles.
• Experience managing strategic enterprise-class global customers in a technical capacity.
• Expertise with project management methodologies.
• Experience managing escalations and working with high-profile customers.
• Outstanding communication skills across all organizational levels.
• Experience with backup or recovery solutions.
• Experience as part of a technical support/services delivery team.

We work with impact because Kinaxis platforms power the world’s supply chains. We partner with Fortune 500 brands and support diverse teams, including: Lockheed Martin, Yamaha, P&G, Honda, and more. Our Diversity, Equity, and Inclusion efforts inform hiring practices, training materials, and unconscious bias + inclusion programs. We are committed to sustainability and a net-zero operations strategy, actively engaging with communities where we can make an impact.

• Flexible vacation and Kinaxis Days (last Friday of every month, company-wide day off)
• Flexible work options
• Physical and mental well-being programs
• Regular virtual fitness classes
• Mentorship programs and career development
• Recognition programs and referral rewards
• Hackathons

Kinaxis welcomes candidates from all backgrounds. We provide accommodations upon request to ensure accessibility throughout our recruitment process. If you require an accommodation, contact This email is for accessibility requests only and cannot be used to inquire about application statuses.

Kinaxis is committed to a fair and transparent recruitment process. AI tools may be used in the initial screening to compare resumes against the job description. xcfaprz Final hiring decisions are made by our human recruitment team.