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 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 Why join IFS? By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world. We're looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS. IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge. At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust. We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view. By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world. We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference. If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.