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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. Today, we have grown to become a global organization with over 2000 employees around the world, with a brand-new HQ based in Kanata North in Ottawa. As one of Canada’s Top Employers, we are proud to work with our customers and employees towards solving some of the biggest challenges facing supply chains today.
At Kinaxis, we power the world’s supply chains to help preserve the planet’s resources and enrich the human experience. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries, 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
This is a remote position. You can work from home and be located anywhere in Canada or the United States.
About the teamThe Global Customer Engagement team establishes and builds on value-added relationships with our customers. The Sr. Director, Customer Engagement, will have overall accountability for the deployment and customer success strategies which ultimately deliver lifetime value to our customers. The incumbent brings a depth and breadth of knowledge and expertise in leading, directing and developing the overall strategy, and delivery for end-to-end customer engagement. This position will play a key role in shaping and influencing the corporate strategy from the customer excellence and engagement perspective.
What you will do- Drive the roadmap for Deployment and Customer Success best practices for Kinaxis customers.
- Responsible for Customer Success Management and Deployment Success team mandates, performance against strategic objectives and initiatives
- Work with Kinaxis Leadership to define the vision and strategy for end-to-end Customer Engagement
- Ensure customer success outcomes through planning, engaging, and working closely with stakeholders throughout all departments within Kinaxis.
- Create a playbook for Deployment Success and partner accountability under a centralized deployment readiness team, which includes project management, performance essentials, and partner success.
- Oversee the end-to-end customer journey, from onboarding to adoption, ensuring a seamless and positive experience.
- Define and optimize customer success metrics, KPIs, and benchmarks to track performance and drive continuous improvement.
- Implement retention strategies to reduce churn and increase customer lifetime value.
- Manage and develop a high performing global customer engagement team by encouraging a collaborative, values-driven team culture of high productivity and innovation in an environment that fosters team development and individual potential.
- Maintain a pulse on industry and market intelligence for customer engagement trends and identify opportunities to adapt and ensure necessary support to integrate these practices to be successful.
- Minimum 15 years of experience as a senior leader in Customer Success, Deployment Readiness and/or end-to-end customer engagement strategies.
- 10+ years leading / mentoring and coaching a global team of professionals, including senior management.
- Experience leading teams within a matrixed environment either directly or against large scale deliverables
- Previous experience partnering with Go To Market teams at senior leadership levels, including Sales, Partners & Alliances, and Professional Services organizations.
- Expert collaborator and relationship builder; ability to quickly build rapport, credibility, and trusted relationships with Senior internal and external stakeholders.
- Strong relationship-building and influencing skills and the ability to prioritize business requirements appropriately through a collaborative partnership approach.
- Displays a customer-centric mindset with a passion for customer success and a deep understanding of customer needs and behaviors.
- Strong negotiation, communication and influencing skills, working directly with leaders at various levels.
- Ability to travel 25-40%.
#Fulltime, #Full-time #Director; #LI-Remote, #LI-NS1
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 Lockheed Martin, Yamaha, P&G, Honda, 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.
Life at Kinaxis At Kinaxis, our cutting-edge software supports the ever-changing needs of the people who manage supply chains. It’s rewarding and... Read more