Premier Support Manager, Mid Market

at  Kinaxis Inc

Remote, British Columbia, Canada -

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate25 Dec, 2024Not Specified27 Sep, 20245 year(s) or aboveGood communication skillsNoNo
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Description:

Responsibilities:

  • This role will be a technical point of contact for mid to large size customers. Works closely with a limited number of customers (up to 6) to develop long lasting relationships and deliver 1-on-1 guidance, expert advice and pro-active health monitoring.
  • Act as the single point of contact for customer escalations and manage the resolution process to closure, providing customer status updates and feedback throughout
  • Effectively interact with other Kinaxis business units, including Support, R&D, Product Management, Sales on behalf of customers, advocating for requirements / solutions
  • Act as a trusted advisor for Premier Support mid-market customers, ensuring queries and issues are routed to the appropriate resources
  • Maintain current and accurate knowledge of our mid-market customers environments, use of Kinaxis products and maintain customer’s site profiles
  • Proactively communicate with customers providing information related to upgrades, patches or any other technical information which may impact their usage or solution
  • Conduct regular update calls and service request reviews with customers, generate status reports of technical support activities
  • Act as an advocate for Kinaxis Support, identify potential new opportunities through collaborations with Sales, Professional Services and/or Strategic Services

REQUIREMENT SUMMARY

Min:5.0Max:10.0 year(s)

Outsourcing/Offshoring

IT - Hardware / Telecom / Technical Staff / Support

Customer Service

Graduate

Proficient

1

Remote, Canada