Glen Brown
About Glen Brown
Glen Brown is a Senior Manager of Customer Support at Kinaxis, where he oversees a team of over 10 support analysts and has more than 25 years of experience in management and customer support. His background includes roles at GENBAND and Nortel, and he holds a Business Marketing degree from Algonquin College.
Work at Kinaxis
Glen Brown has served as Senior Manager of Customer Support North America at Kinaxis since 2011. In this role, he manages a team of over 10 skilled support analysts. He is responsible for ensuring adherence to Service Level Agreements for the RapidResponse solution. Brown generates and maintains team metrics and reports to senior management regularly. He coordinates resources to address high-priority customer issues and ensures timely follow-up. Additionally, he liaises with Product Management to influence roadmap items based on support trends and customer requirements.
Previous Experience
Before joining Kinaxis, Glen Brown worked at GENBAND as SDE Operations and Support for seven months in 2010. Prior to that, he spent 13 years at Nortel in Customer Operations & Support from 1997 to 2010. His extensive experience in customer support and operations has contributed to his management skills and industry knowledge.
Education and Expertise
Glen Brown studied at Algonquin College of Applied Arts and Technology, where he focused on Marketing and achieved a Business Marketing diploma from 1995 to 1997. With over 25 years of industry experience, he has developed expertise in management, customer support, training, and document management. His educational background complements his professional experience, enhancing his capabilities in the field.
Team Management and Development
In his current role, Glen Brown is responsible for hiring, coaching, developing, and training support team staff. He promotes a work environment that emphasizes respect, skill development, and enjoyment. Brown also provides guidance and training on security policies to protect corporate assets and customer data, ensuring that his team is well-equipped to handle security-related incidents.
Process Improvement Initiatives
Glen Brown identifies opportunities for process improvements to resolve complex business problems. He assists in the certification process of partner-developed applications and supports sales and pre-sales activities by providing guidance on product functionality and technical questions. His focus on continuous improvement contributes to the overall effectiveness of the customer support team.