Customer De-Escalation & Engagement Advisory Manager

Job Description

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