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 responsible 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

📌 Premier Support Manager (Quebec City)
🏢 Kinaxis
📍 Quebec City