Customer De-Escalation & Engagement Advisory Manager
Core
Manage customer onboarding, lifecycle engagement, and de-escalation of critical incidents to ensure long-term success and alignment between IFS and customers.
Role type
Senior IC Customer Success & Escalation Manager
Builds
Customer journey maps, de-escalation action plans, and incident management protocols
Domain
Enterprise software (ERP/CRM) + Customer Support
Deliverable
client delivery
Required skills
Project management, escalation management, customer onboarding, stakeholder alignment, incident management, SLA understanding, analytical thinking, independent work
Preferred skills
Voice of Customer (VoC) strategy, programmatic journey mapping, C-level stakeholder communication
Technologies
None explicitly stated
Responsibilities
Manage customer onboarding and lifecycle engagement; evaluate and manage escalation requests; lead incident management calls; develop customer journey maps; report escalation status to senior management
Seniority
Mid-Senior, hands-on IC