高级支持经理
Premier Support Manager
## 首席支持经理
地点
CA-远程
ID
2026-35161
类别
客户服务
职位类型
全职
远程
是
关于Kinaxis
你是否希望加入一家创新、市场领先的公司，真正提升你的职业生涯？在Kinaxis，我们认真对待文化，认真对待技术，认真对待客户，也认真对待不把自己太当回事。如果你希望成为一段非凡成长故事的一部分，那么我们可能就是适合你的地方！
1984年，我们由三名工程师组成团队起步。如今，我们已成长为一家拥有全球2000多名员工的组织，在全球设有6个办公室，以及位于加拿大渥太华的顶级总部。作为多家全球雇主奖的获得者，我们自豪地与客户和员工一起，解决当今供应链面临的最大挑战。
Kinaxis是现代供应链编排领域的全球领导者，为复杂的全球供应链提供动力，并支持管理这些供应链的人。我们强大的、融合人工智能的平台实现了端到端供应链的全面透明度和可见性，使我们的客户能够更快、更明智地做出决策。我们受到知名全球品牌的信任，以提供应对当今波动和破坏所需的敏捷性和可预测性。在超过100个国家，有超过40,000名用户，随着我们持续创新和革新客户支持方式，我们正在扩大团队。
地点
- 加拿大渥太华和多伦多 - 混合办公
- 其他加拿大地区 - 远程办公
关于团队
作为首席支持经理（PSM），你将加入Kinaxis首席支持团队，为战略企业客户提供售后支持服务。
PSM是客户支持和运营健康状况的主要联系人，通过主动的服务管理、升级管理和运营监督，确保卓越的客户体验。与客户和内部Kinaxis团队紧密合作，PSM深入了解客户系统、支持需求和业务重点。
除了协调支持活动外，PSM还会主动监控客户环境的健康状况，审查运营趋势并提出观察结果、潜在风险和改进机会。通过结合数据分析、客户互动和对Kinaxis最佳实践的理解，PSM帮助客户更好地理解他们的需求。
查看英文原文
## Premier Support Manager
Location
CA-Remote
ID
2026-35161
Category
Customer Service
Position Type
Full-Time
Remote
Yes
About Kinaxis
Are you looking to join an innovative, market-leading company where you can truly elevate your career? At Kinaxis we are serious about culture, we are serious about technology, we are serious about customers, and we are serious about not taking ourselves too seriously. If you are looking to be part of an incredible growth story, then we might just be the place for you!
In 1984, we started out as a team of three engineers. Today, we have grown to become a global organization with over 2000 employees around the world, 6 global office and a best-in-class HQ in Ottawa, Canada. As winners of several Top Employer awards globally, we are proud to work with our customers and employees towards solving some of the biggest challenges facing supply chains today.
Kinaxis is a global leader in modern supply chain orchestration, powering complex global supply chains, and supporting the people who manage them. Our powerful, AI infused platform provides full transparency and visibility across end-to-end supply chains, enabling our customers to make faster, better decisions. We are trusted by renowned global brands to provide the agility and predictability needed to navigate today’s volatility and disruption. With more than 40,000 users in over 100 countries, we are expanding our team as we continue to innovate and revolutionize how we support our customers.
Location
- Ottawa and Toronto, Canada - Hybrid
- Other Canadian locations - Remote
About the team
As a Premier Support Manager (PSM), you will be part of the Kinaxis Premier Support Team delivering post-sales support services to strategic enterprise customers.
The PSM serves as the primary point of contact for support and operational health activities, ensuring an exceptional customer experience through proactive service management, escalation management and operational oversight. Working closely with customers and internal Kinaxis teams, the PSM develops a deep understanding of customer systems, support requirements and business priorities.
In addition to coordinating support activities, the PSM proactively monitors customer environment health, reviews operational trends and highlights observations, emerging risks and opportunities for improvement. By combining data analysis, customer engagement and knowledge of Kinaxis best practices, the PSM helps customers better understand their environment and make informed decisions.
If you want to be part of a team that challenges you, moves fast, improves constantly, and makes a difference, let’s talk.
Vacancy Status
This is an existing job vacancy
What you will do
- Serve as the primary point of contact for support escalations and critical situations.
- Lead regular service reviews, support case reviews, and operational discussions to ensure alignment on priorities, risks, and outcomes.
- Develop trusted relationships with customer stakeholders and serve as an advocate for customer needs within Kinaxis.
- Develop a deep understanding of customer environments, business processes and operational objectives.
- Monitor customer environment health using Kinaxis reporting, monitoring and analytics tools.
- Analyze trends in system usage, performance, support activity, and operational metrics to identify emerging risks and opportunities for improvement.
- Provide guidance and recommendations aligned with Kinaxis best practices to improve operational effectiveness and customer experience.
- Maintain awareness of customer deployments, significant business events and operational changes that may impact system performance or support requirements.
- Collaborate with Support, Cloud Services, Product Management, and Customer Success teams to drive successful customer outcomes.
- Share support insights, trends and investigation outcomes with customers, providing context, guidance and actionable next steps.
What we are looking for
- Degree in Business, Engineering, Computer Science, Information Systems, or a related field, or equivalent practical experience.
- 5-7 years of progressive experience supporting enterprise SaaS applications in a customer-facing role, including service delivery, support account management or technical account management.
- Experience managing strategic enterprise customers and building relationships across multiple stakeholder levels.
- Ability to work independently, while collaborating effectively across multiple business functions.
- Experience managing high-priority issues, customer escalations, and complex support situations.
- Strong analytical skills with the ability to interpret operational data, identify patterns, and translate insights into actionable recommendations.
- Experience leveraging monitoring, reporting, analytics, or dashboarding tools to evaluate system performance and customer health.
- Demonstrates curiosity and a proactive approach to uncovering risks, investigating anomalies, and identifying opportunities for improvement.
- Effective verbal and written communication skills, including presenting information to technical and business audiences.
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
**#Senior #LI-CS1**
**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 Lockheed Martin, Unilever, P&G, ExxonMobil, Cisco 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 a long-term net-zero operations strategy. We are involved in our communities and support causes where we can make the most impact.
_People matter_ at Kinaxis and here are some of the perks and benefits we offer, which may vary by location and employee:
- Flexible vacation and Kinaxis Days (company-wide days off)
- Flexible work options
- Physical and mental well-being programs
- Regularly scheduled virtual fitness classes
- Mentorship programs, training, and career development
- Recognition programs and referral rewards
- Hackathons
For more information, visit the Kinaxis website at [www.kinaxis.com](https://www.kinaxis.com/en) or the company’s blog at [http://blog.kinaxis.com](https://www.kinaxis.com/en/blog).
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 recruitmentprograms@kinaxis.com. This contact information is for accessibility requests only and cannot be used to inquire about the status of applications.
_Kinaxis is committed to ensuring a fair and transparent recruitment process. We use artificial intelligence (AI) tools in the initial step of the recruitment process to compare submitted resumes against the job description to identify candidates whose education, experience, and skills most closely match the requirements of the role. After the initial screening, all subsequent decisions regarding your application, including final selection, are made by our human recruitment team. AI does not make any final hiring decisions._
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