0 Replies Latest reply on Feb 6, 2013 10:58 AM by Melissa Clow

    Manager, Support Services

    Melissa Clow Expert

      Manager, Support Services

      Location:Ottawa, Canada


      Kinaxis™ is a leading edge software company located in Ottawa, Canada. Our RapidResponse on demand software enables manufacturers and brand owners to drive supply chain management (SCM) and sales and operations planning (S&OP) from a single system. Some of our preeminent customers include RIM, Asics, Qualcomm, and Alcatel-Lucent to name just a few. For more information, visit the Kinaxis web site at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com/.

      If you are looking to make a difference, enjoy challenging work, and want to be part of an industry leading team, then Kinaxis is the place for you! With the stability of an established company, combined with the passion of a start-up, Kinaxis is a GREAT place to work. Our success and growth means we are expanding. We are currently looking for:



      As Manager, Support Services you will focus your skills on managing a team of exceptional individuals who are dedicated to providing outstanding customer support for our RapidResponse solution. Key activities will include:

      • Monitoring department service levels and taking corrective action when necessary to ensure SLA targets are met.
      • Coordinating resources for efficient handling of high-priority customer issues and ensuring timely follow-up and customer expectations are set appropriately.
      • Monitoring adherence and providing guidance/training to the support team and Kinaxis staff on the security policies required for protection of corporate assets and customer data.
      • Identifying opportunities for process improvements to resolve complex business problems and improve team performance.
      • Reviewing, approving, and validating changes to customer  On-Demand environments
      • Communicating both urgent customer requests and long term product/service improvements to Kinaxis Product Management and R&D departments
      • Generate and maintain appropriate team metrics and report to senior management on a regular basis.
      • Providing support to Finance for negotiating, collecting and accurately reporting customer support and maintenance revenue.
      • Assisting with sales and pre-sales activities when required to provide guidance on product functionality, hardware requirements, or technical questions.

      • Introducing new customers to our support services.
      • Hiring, coaching, development and training support team staff. Setting performance objectives and providing feedback and counsel in a timely manner.
      • Development and maintain an upgrade project plan and coordinates its implementation for all active On-Demand customers.




      Learn more!