Sr. Customer Success Analyst

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

Division: Financial Services Customer Operations Team

Title: Sr. Customer Success Analyst

Grade: 10

Location: Belgrade, Serbia
 

Position Description
This role entails customer facing success management. It is fast-paced, multi-tasking, self-learning position. It requires excellent team working skills as it interfaces with internal networks and the external customer accounts to represent the NCR Atleos brand. The role will ensure customer success with NCR Atleos services and solutions. It is operational in nature, project and task based.  In the role you will either support your own set of customers or support executives who manage the customer success relationship.

Position Summary and Key Areas of Responsibility

Provide customers support and ensure success with the NCR Atleos Services and Solutions. Requires ability to continually enhance enduring relationships with key customer executives and operational staff, while working to achieve a thorough understanding of their current and future business requirements. Promote customer confidence with NCR Atleos products and solutions. Drive continuous improvement, providing customer-specific analysis achieving customer satisfaction, service fidelity and customer profitability.

Analyst Level 10 are more Sr. level roles typically support Community High level accounts. Typical support is from 5-8 single point of contact customer relationship, depending on complexity and customer need.

A CSA must work in the customer time zones which is North America based from east coast to Hawaii time zones.

Scope of responsibility can include: Client Governance, MyNCR Portal, Service Performance monitoring, Delivery of KPIs, Entitlement, Bad Actor & Chronic Units, Dispatch Avoidance, Customer Engineer Support, AR Invoices, SLA Penalties, Call Pack and Parts & Logistics

General Duties and Responsibilities:

• Position requires a thorough understanding of systems, operations and policies, and customer contract specifics that are used to resolve customer problems
• Documenting steps taken to reach resolution in order to develop process excellence and automation
• Coordinates activities associated with product and service issue resolution
• Assist with determining Out-of-Scope services rendered to the customer
• Prepared and attend vendor and customer meetings when required
• Isolates problems and creates and executes resolution plans
• Logs problems via Action Tracking, identifies issue owner within the NCR Atleos environment and provides updates and drives resolution on open issues.
• Maintain and update knowledge/skills through training and development opportunities

Drive and Own Resolution

• Conduct and own proactive regularly scheduled operational calls

• Own items through satisfactory resolution for the customers
• Drive processes while understanding cross-functional team goals
• Possess working knowledge of product offering
• Manage roadblocks to achieve customer goals.
• Anticipate needs with proactive tools that can drive customer behavior
• Facilitate escalations to the proper avenue
• Escalate and diagnose larger impact to our customer base and take appropriate action

Manage Cross-Functional Teams

• Facilitate and own regularly scheduled meetings with internal teams; maintain issues list and current status through common tool

• Maintain working relationships with all operations-focused groups, including but not limited to: Field Support Centers, Field Operations Management (primarily TMs), Worldwide Service Logistics organization, Billing Operations Center and Customer Advocates, 3rd party contractors, Managed Services Internal Teams, SW Support Groups and Customer Care Centers
• Facilitate and run customer operations meetings
• Manage customer operational needs in relationship allowing Account Executive to focus on Strategy, Sales and Retention.
• Field direct calls from internal departments on operational concerns: products, interface billing, connectivity, implementation, security, etc.

Problem Solving

• Direct and identify areas of opportunity where continuous improvement can be applied.
• Apply critical thinking skills; utilize appropriate resources within the company to solve issues, identify root cause and carry to resolution.
• Manage issues with a focus on global impact (solve once for many)
• Identify new business opportunities and escalate to account management team (AE)

Basic Qualifications

Level 10, Bachelor’s degree, or 3-4 years equivalent experience

and:

• Demonstrated proficiencies with Microsoft Office Suite software with strong Excel/PowerPoint/Teams
• Ability to work in a fast-paced environment with excellent time management and multi-tasking abilities
• Ability to identify and resolve issues with a sense of urgency
• Willing to work non-standard business hours as required by customers
• Team player – ability to work with colleagues
• Customer facing communication acumen

Preferred Qualifications:

• Tools: Smartsheets, Salesforce, Gainsight, ServiceNow, SNOW, Workday and SharePoint
• Experience in SaaS, Digital Banking, ATM, ITM or Financial Services environment

#LI-KV1 #LI-hybrid

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Company Benefits:

• Private Health Insurance

• Employee Referral Bonus Program

• Wellbeing Resources

• Baby Bonus

• Life, Accident & Disability Insurance

• Numerous opportunities for internal career pathing and advancement

• Discounts for employees at NCR Atleos partners
   

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.