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

#LI-AD1

#LI-HYBRID

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.