Manager, Customer Support

About Kinaxis

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
• 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. 
• Participate in weekend Disaster Recovery (DR) exercises in compliance with Kinaxis’ audit requirements or a declared DR event. 

Job Specific Competencies 

• Customer Service Orientation
• Escalation Procedures
• Problem Solving
• Building & Managing Teams
• Working Across Organizational Lines

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
• Experience working with Analytic solutions
• 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, P&G, 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

For more information, visit the Kinaxis web site at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com.

Kinaxis strongly encourages diverse candidates to apply to our welcoming community. We strive to make our website and application process accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact 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.