About KinaxisElevate your career journey by embracing a new challenge with Kinaxis. We are experts in tech, but it's really our people who give us passion to always seek ways to do things better. As such, we're serious about your career growth and professional development, because People matter at Kinaxis.
In 1984, we started out as a team of three engineers based in Ottawa, Canada. Today, we have grown to become a global organization with over 2000 employees around the world, and support 40,000+ users in over 100 countries. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries. We are expanding our team in Mexico and around the world as we continue to innovate and revolutionize how we support our customers.
Location This is a remote position. You can work from home and be located anywhere in Guadalajara, Mexico.
About the teamThe Premier Support team focuses on the post-sales support to Kinaxis' customers, serving as their initial point of contact for strategic customer in order to resolve their technical challenges and gaps. The team strives for outstanding customer satisfaction through interactions, timeliness, and quality of resolution for which each member of the team plays an integral part in achieving this success.
Premier Support Managers for our mid-to-large size customers provide an advanced level of support and develop robust long-lasting relationships with our customers, personally supporting them through their journey with Maestro.
What you will doThis 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 proactive 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, and 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 customers' 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.What we are looking forMinimum 5 years of demonstrated experience managing mid-size to large technology customers.Must have experience supporting global customers, ideally in a Technical Account Manager or Support Account Manager capacity.Experience with project management of customer requirements and understanding of project management best practice methodologies.Demonstrated experience managing escalations and working with high profile customers.Outstanding communication skills and the ability to communicate at all levels of the organization.Experience with Backup or Recovery Solutions.Experience working as part of a technical support/services delivery team.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.
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 net-zero operations strategy for the long term.
People matter at Kinaxis and these are some of the perks and benefits we created for our team:
Flexible vacation and Kinaxis Days (company-wide day off on the last Friday of every month).Flexible work options.Physical and mental well-being programs.Regularly scheduled virtual fitness classes.Mentorship programs and training and career development.Recognition programs and referral rewards.Hackathons.Kinaxis welcomes candidates to apply to our inclusive community. We provide accommodations upon request to ensure fairness and accessibility throughout our recruitment process for all candidates, including those with specific needs or disabilities. If you require an accommodation, please reach out to us at ******. Please note that this contact information is strictly for accessibility requests and cannot be used to inquire about application statuses.
#J-18808-Ljbffr