Customer De-Escalation & Engagement Advisory Manager
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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
Requirements
Department: Other
Function: Customer Service
Experience Level: Mid-Senior Level