Program & Escalation Manager
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