Program & Escalation Manager

| Greater Boston Area
Mendix provides a platform and approach that helps enterprises innovate and digitally transform their businesses and industries. Nearly 4,000 organizations worldwide, including KLM, Medtronic, Merck, and Philips, rely on Mendix to build web and mobile applications to delight their customers and empower their employees. We experienced 78 percent growth in 2016 and are a recognized Leader by Gartner and Forrester in a red-hot market expected to exceed $15 billion by 2020.
While we live on different continents and work on different things, we are one team with a shared mission and set of values. We are passionate and strive for new heights, professionally and personally. We value hard work, accountability, and results. Above all else, we believe in a culture of growth, respect, and fun.
We're investing to accelerate our momentum and we're looking to grow our global team. If you constantly strive for excellence, are passionate about innovation, and want to work with a collaborative, energetic team - then Mendix is for you. We are looking for a creative, innovative, and inspiring personality with a passion for customer success and expansion.
As a Program / Escalation Manager within the global Customer Support team, you will join our rapidly growing company and become an integral part of an exceptional team who is transforming the way companies focus their digital transformation effort.

You’ll help our customers drive digital innovation by:

  • Working with customers on escalations and making sure all internal and external stakeholders are aligned. The Program / Escalation Manager will work closely with R&D and Customer Success Management to get to the root cause of incidents, define improvements from the lessons learned and keep track of the progress of these improvements.
  • Building long-term business relationships with customers based on these escalations and becoming a trusted partner.
  • Defining and executing internal and external programs and projects to improve customer experience from a Support perspective
  • Becoming a Mendix platform expert so that you can intelligently discuss and teach the value and purpose of each part of the Mendix platform as well as the adoption roadmap.
  • Applying your domain expertise with customers in best-practice discussions that can either be specific to the use of Mendix or more general regarding enterprise success.

You’re the innovator we need if you have:

  • 5 plus years of experience in performing incident and problem management within a SaaS based environment.
  • Experience as the customer facing leader responsible for running escalations and programs with customers to improve customer experience from a Support perspective.
  • Cloud Industry and IT Systems Management knowledge is strongly preferred.
  • Hands on software development or IT experience strongly preferred
  • An understanding of technology and an ability to distinctly explain technological and business concepts
  • Proven organizational skills and aligning different stakeholders whilst keeping the full overview 
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • MendixLanguages
    • SAPLanguages
    • AWSLanguages
    • ReactLibraries
    • Backbone.jsFrameworks
    • BootstrapFrameworks
    • PostgreSQLDatabases

Location

We are located in Fort Point area where you are walking distance to lots of new restaurants, coffee shops, bars and a brewery nearby!

An Insider's view of Mendix

What’s the vibe like in the office?

The Mendix office has a true “buzz” – lots of collaboration between teams, an excited energy of everyone working towards the collective mission, and a lot of fun and laughter, which helps us get the best out of the team. Everyone brings their whole self to work.

Kristen Roffi

Director, Business Development Group

How has your career grown since starting at the company?

As the first US employee of Mendix back in 2008, I started our Boston office with Derek Roos and have held every sales role since then. After we signed our first US client in 2008, I became a commercial account executive, and then led our Global Inside sales team until 2015. For the past 2 years I have focused on our most Strategic accounts.

Vincent De La Mar

Strategic Accounts Director

What is your vision for the company?

We founded Mendix with a mission to create a whole new way for organizations to bridge the gap between Business and IT. We pioneered the Low Code Application Development space and aim to be the long-term market- and innovation leader in a strategic, multi-billion-dollar software category.

Derek Roos

CEO and Founder

What makes someone successful on your team?

My team is a good mix of technical aptitude, sales acumen, and drive to move the company forward. The people on my team that are most successful are those that have a nonstop desire to learn more, build strong relationships with our customers, and want to share in the growth and successes of the broader team! One team, one dream!

Marshall Worster

Sr. Director Solution Architecture

What are Mendix Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences

Additional Perks + Benefits

At Mendix, we are passionate about technology and the emerging Platform as a Service space. We live and breathe fun, teamwork and innovation and are striving to make a game changing impact to the industry. Our downtown location is in the booming seaport innovation district. Our open space office environment is full of light, "family style" office lunches each Wednesday and Friday and our weekly "VrijMiBo" or happy hour where our awesome CEO Derek often joins in a friendly game of office hoops. We give stock options to all employees. Come see what we're about and join the PaaS revolution!

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