Customer De-Escalation & Engagement Advisory Manager
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Job Summary
Overall the Customer Office serves as a bridge between customers and IFS working to align our organizations efforts with customer expectations andneeds. Through its functions and initiatives it aims to create a customer-centric culture within IFS driving continuous improvement andultimately deliveringgreater value to our -Escalation & Engagement Advisory Manageris hybridrolecoveringtwo 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 ownthe customerengagement throughout the lifecycle to drive desired outcomes and prioritize work by focusing onwhatsmutually important for the customer and IFS.
Be the Voice of the Customer (VoC)gatheringandunderstandingall 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 isappropriate basedon the business impact and preceding actions taken to manage the situation
Align the escalation scope and the escalation success criteria with Customers and IFS stakeholders including C-level management
Organize and manage onsite or remote assessment of the customer situation
Workwith the de-escalation team and the Customer to create and manage execution of a de-escalation action planacrossall IFS functions
Initiate and lead incident management calls
Provide internal and external seniormanagementescalation status reporting (one source of the truth).
Manage expectations of all internal and external stakeholders involved in the escalation
Qualifications :
2years of successful project or escalation management experience
5years 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 ofsupportService Level Agreements and their application
Analytical structuredand methodicalinapproach
A strong Customer focused with an ability to work independentlywithlimited management support to achievethe escalation results
Additional Information :
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.
Were 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 well help you make your moment. Join Team Purple. Join IFS.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Business Development
- Employee Orientation
- Public Health
- Account Management
- VersionOne
- Conflict Management
- Project Management
- Relationship Management
- Team Management
- Customer relationship management
- Human Resources
- Public Speaking
About Company
We are growing! At IFS we are constantly growing to deliver award-winning solutions to hundreds of partners and thousands of customers worldwide! We help companies who want to be their best when it matters most at their #momentofservice. Visit https://ifs.link/IzM0px to find out mo ... View more
