Overall, the Customer Office serves as a bridge between customers and IFS, working to align our organization's efforts with customer expectations and needs. Through its functions and initiatives, it aims to create a customer-centric culture within IFS, driving continuous improvement and ultimately delivering greater value to our customers. The De-Escalation & Engagement Advisory Manager is hybrid role covering two key functions within the Customer Office:
Engagement Advisory
Be the voice of IFS in one-to-many digital communications such as webinars and other written communication
Manage and own customer onboarding to ensure correct expectation setting and set the customer up for long-term success.
Proactively manage and own the customer engagement throughout the lifecycle to drive desired outcomes and prioritize work by focusing on what’s mutually important for the customer and IFS.
Be the Voice of the Customer (VoC), gathering and understanding all customer feedback streams to improve the quality and experience of delivered services and be the internal catalyst of improvement initiatives.
Develop and define programmatic customer journey maps and action plans to ensure consistency and industry context in our engagement.
Account Escalation
Evaluation of escalation requests to decide if an escalation is appropriate based on the business impact and preceding actions taken to manage the situation
Align the escalation scope and the escalation success criteria with Customer's and IFS stakeholders, including C-level management
Organize and manage onsite or remote assessment of the customer situation
Work with the de-escalation team and the Customer to create and manage execution of a de-escalation action plan across all IFS functions
Initiate and lead incident management calls
Provide internal and external senior management escalation status reporting (one source of the truth).
Manage expectations of all internal and external stakeholders involved in the escalation
Qualifications
2+ years of successful project or escalation management experience
5+ years in Customer Support or professional Service Delivery roles
Fluent in English and Japanese
Ability to keep calm under pressure and manage difficult customer situations
Understanding of support Service Level Agreements and their application
Analytical, structured, and methodical in approach
A strong Customer focused with an ability to work independently with limited management support to achieve the escalation results
Customer De-Escalation & Engagement Advisory Manager • Tokyo, JP
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