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Engaged Employer

Kinaxis

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4.0

based on 13 Reviews

13 Kinaxis Jobs

Manager, Customer Support

Kinaxis

4.0

based on 13 Reviews

5-7 years

Chennai

1 vacancy

Manager, Customer Support

Kinaxis

posted 6d ago

Job Role Insights

Flexible timing

Key skills for the job

Supply Chain Management Customer Support MS Office IIS Administration Https VPN

+ 2 more

Job Description

The Customer Support team focuses on the post-sales support to Kinaxis customers, serving as their initial point of contact 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.

The Manager, Customer Support will have overall accountability for the Customer Support team, identifying efficiencies and ensuring the right processes and tools are in place to enable the team to provide the highest level of support to our customers.

What you will do

Responsible for leading a team of Technical Support Analysts, including performance reviews and feedback, engagement, selection of new employees, onboarding / exits and overall leadership and guidance to team members
Review overall team caseloads and recommendations from Team Lead to ensure appropriate workloads throughout team, mitigating risk for load burn and capacity management
Customer facing, point of contact, for critical escalations and crisis management, facilitate and lead customer facing calls driving towards resolution
Facilitate and participate in cross functional team collaborations (RD, L3, PS, PM, Support) to deep dive and plan resolution activities
Work with customers directly, providing updates and general communication on solutions and updates to current cases
Prepare and lead regular and recurring customer health calls to gather insight on customer satisfaction, support feedback, satisfaction with solutions etc.
Ensure appropriate processes and tools are in place to enable the Customer Support team to provide the optimal level of support to customers
Stay abreast of customer concerns and requests to gain an understanding of potential escalations, identify recurring issues or proactively address challenges
Regularly communicate potential impacts / escalations / enhancements to the Support team to ensure appropriate communication to customers and support on key issues
Advocate for customer needs and ensure their requirements are heard and prioritized within Kinaxis for appropriate resolution, coordinating with other departments as required
Monitor adherence and provide guidance / training to the support team on the security policies required for protection of corporate assets and customer data.

What we are looking for

Typically 5-7 years experience in a customer support environment
2+ years of experience in a people management role
Experience working with or leading remote teams
Experience within a global and/or supply chain organization considered an asset
Thorough knowledge of IIS, and experience with web-based applications, database concepts, and software development and delivery.
Knowledge of IT infrastructure regarding firewall configuration, network topology, network and OS security, application and server provisioning / installation / maintenance , VPN connections, OS administration, and secure data transfers considered an asset
A sound working knowledge of the Window s environment, including MS Office

# Senior #LI-KJ

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 Ford, Unilever, Yamaha, PG, Lockheed-Martin, 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 net-zero operations strategy for the long term. We are involved in our communities and support causes where we can make the most impact.

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