Glen Brown

Senior Manager, Customer Support Na @Kinaxis

Kanata, ON, CA

As Senior Manager of Customer Support for North America, I am responsible for managing a team of exceptional individuals who are dedicated to providing outstanding customer support for our RapidResponse solution. In addition to managing team members, and escalations, I strive to ensure our Service Level Agreements are adhered to our customers expectations- Assist in the certification process of partner developed applications- Monitoring 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- Liaise with Product Management to influence roadmap items based on Support trends & customer requirements- Generate & maintain appropriate team metrics and report to senior management on a regular basis- Assisting with sales and pre-sales activities when required to provide guidance on product functionality, hardware requirements, or technical questions- Hiring, coaching, development and training support team staff. Setting performance objectives and providing feedback and counsel in a timely manner- Must adhere to all security and confidentiality requests for this position- Take appropriate action on any security related incident. This may include informing upper management, IT or the Kinaxis Security Team of the incident.

Algonquin College of Applied Arts and Technology

Business Marketing, Marketing