Job Description

About Kinaxis
Elevate your career journey by embracing a new challenge with Kinaxis. We are experts in tech, but it’s really our people who give us passion to always seek ways to do things better. As such, we’re serious about your career growth and professional development, because People matter at Kinaxis.

In 1984, we started out as a team of three engineers based in Ottawa, Canada. Today, we have grown to become a global organization with over 2000 employees around the world, and support 40,000+ users in over 100 countries. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries. We are expanding our team in Chennai and around the world as we continue to innovate and revolutionize how we support our customers.

Our journey in India began in 2020 and we have been growing steadily since then! Building a high-trust and high-performance culture is important to us and we are proud to be Great Place to Work® CertifiedTM. Our state-of-the-art office, located in the World Trade Centre in Chennai, offers our growing team space for expansion and collaboration.

Location
India - Remote
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