Description:
The Premier Support team focuses on the post-sales support to Kinaxis’ enterprise class 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.
Premier Support Managers for our largest strategic enterprise class 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 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