Premier Support Manager

What you will do

• This role will be a technical point of contact for enterprise customers. Works closely with a limited number of customers (typically 4) 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 assigned enterprise 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 enterprise class customers, ensuring queries and issues are routed to the appropriate resources
• Maintain current and accurate knowledge of 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

What we are looking for

• Minimum 7 years of experience in Technical or Support Account Management role
• Demonstrated experience managing strategic enterprise class global customers in a technical capacity
• Expertise with project management 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