Customer Operations Leader

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape. 

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

Customer Operations Leader: The COL is a client facing role who partners with the Account Executive as part of the account team.  We work with various internal teams who own the delivery of services to drive a positive customer experience. 

This role requires skills in relationship management, analysis, and providing general ownership in a customer facing role. The COL is focused on building long-term partnerships with NCR Voyix Clients. This position is responsible for the operational health of the customer and delivery excellence across NCR Voyix. We support the ‘One NCR Voyix’ approach by giving customers a single NCR Voyix point of contact managing all aspects of the NCR Voyix operational, execution, and delivery experience across all functions of NCR Voyix.

Positions Summary & Key Areas of Responsibilities 

• Service Delivery responsibilities for selected accounts
• Transfer industry, technical, and product knowledge to customers and partners 
• Provide high-level and detailed solutions/technology/product consulting, technical and sales support within customer portfolio 
• Perform in-depth and high-level technical presentations for customers, partners, and prospects
• Provide consultative support in other areas of the business 
• Proactively plan to prevent post sales issues that shorten time to revenue and affect future opportunities through the account teams and appropriate organizations
• Achieve goals for retention, NPS, customer satisfaction and growth 
• Work closely with the AE and CSE to ensure overall customer strategy is maintained
• Escalation Point on Operational aspects for the Customer 

Qualifications 

• BS/BA (EE/CS) degree or equivalent work experience (3+ years) 
• Knowledge of Hospitality industry 
• Knowledge of technologies used in the Hospitality industry, including solution, technology, and product offerings
• Skilled in MS Office (Word, Excel, PowerPoint, Outlook) and general knowledge of Salesforce or similar CRM platform 
• Experience with billing an asset  
• Strong knowledge in problem reporting and metrics/KPIs 
• Experience in customer service and problem resolution techniques 
• Experience with project management and resource tracking techniques an asset 
• Industry hardware and software experience an asset  
• Understanding and conversant about company, competitors, technologies, solutions, product strengths, weaknesses, opportunities, and threats 
• Excellent written and verbal communication, listening, negotiation and presentation skills 
• Ability to understand complex technical issues and the ability to solve problems or solicit the required resources 

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

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity.  All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.  NCR Voyix 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.  Every individual at NCR Voyix has an ongoing responsibility to respect and support a globally diverse environment.

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

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”