Customer Success Manager

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.

Location : Atlanta, GA is the Primary location. (Will consider candidates in Frisco, TX)

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 brand.

The role will ensure customer success with NCR 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 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 products and solutions. Drive continuous improvement, providing customer-specific analysis achieving customer satisfaction, service fidelity and customer profitability.

A Customer Success Manager must be willing to work in the customer time zones which vary from the east coast to Hawaii time zones in North America.

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

Prepared and attend vendor and customer meetings when required

Isolates problems and creates and executes resolution plans

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.

Manage Cross-Functional Teams

Facilitate and own regularly scheduled meetings with customer and 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, Worldwide Service Logistics organization, Billing Operations Center and Customer Advocates, 3rd party contractors, Managed Services Internal Teams, SW Support Groups and Customer Care Centers

Manage customer operational needs in relationship allowing Account Executive to focus on Strategy, Sales and Retention.

Basic Qualifications

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, Remedy, Workday and SharePoint

Experience in SaaS, Digital Banking, ATM, ITM or Financial Services environment

EEO Statement Integrated into our shared values is NCR’s commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

We believe in understanding and respecting differences among all people. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.

Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies : NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility.

NCR is not responsible for any fees or charges associated with unsolicited resumes.

Work Conditions

Office location in Atlanta, GA

Must work in office 4 days per week

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

Full time employee benefits include :

Medical Insurance

Dental Insurance

Life Insurance

Vision Insurance

Short / Long Term Disability

Paid Vacation

401k

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.