Senior Customer Success Manager at NCR Corporation (Atlanta, GA)

| Atlanta, GA
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About NCR

NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

As a Customer Success Manager (CSM) you will either support your own set of customers, driving proactive and reactive outcomes or support Customer Success Executives who manage the Large Financial Institution (LFI) customers. The role entails acting as a trusted partner and customer advocate within the NCR Organization. It is fast-paced, multi-tasking, self-learning position. It requires excellent team working skills as it interfaces with internal and external customers to represent the NCR brand. The role will ensure customer success with NCR solutions. It is operational in nature, project and task based.

Position Summary and Key Areas of Responsibility

Provide customers NCR Banking solution support and ensure success. 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.

Customer Success Managers, Level 11 are broken down as follows:

  • Supports customers in the Community Financial Institution (CFI) and LFI customer base
  • Supports Customer Success leaders with customer success management

A CSM must work in the customer time zones which is North America, east coast to Hawaii time zones. Scope of responsibility can include but is not limited to the following responsibilities: Client Governance, Service Performance monitoring, Delivery of KPIs, Entitlement Maintenance, Bad Actor & Chronic Units, Dispatch Avoidance, Delivery of MBR / QBR. Provides Customer Engineer Support, AR Invoices, SLA Penalties, Call Pack and Parts & Logistics.

Job Description
  • NCR utilized Gainsight as our customer management tool. All customer interactions are documented and tracked through the CSM tool.
  • Position requires a thorough understanding of systems, operations and policies, and customer contract specifics that are used to resolve customer problems
  • Assist internal/external stakeholders on resolving open issues and escalations causing customer dissatisfaction with minor management oversight
  • Work cross-functionally to help clients continue to achieve superior operational performance. Ability to escalate and remove organizational roadblocks that hinder customer success
  • Documenting steps taken to reach resolution in order to develop process excellence
  • Coordinates activities associated with product and service issue resolution
  • 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 Centers of Excellent, Solutions and Tools, PMO, Customer Experience and Customer Care Centers.
  • 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 environment and provides updates and drives resolution on open issues.
  • Maintain and update knowledge/skills through training and development opportunities
  • Proactive roadmap reviews and business reviews at the determined cadence.

Required Skills
  • Bachelor's degree or 2-3 years customer management experience
  • 5-6 years in customer facing roles, either Customer Success, Account Management or Support Teams
  • Demonstrated proficiencies or ability to self-learn with tools such as SalesForce, Gainsight, ServiceNow, Workday, MACC Tool, NCDM, MyNCR, SharePoint Microsoft Office Suite software with strong Excel/PowerPoint/Teams skills.
  • Ability to work in a fast-paced environment and multi-tasking
  • Ability to develop strong relationships, remove organization roadblocks with little oversight
  • Excellent time management and organizational skills
  • 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
  • Ability to interface with all levels of financial institution staff from c-suite to operational staff and represent the NCR Brand professionally and proficiently.

Preferred Skills:
  • Ability to deliver on role, but execute project work as assigned

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
Integrated into our shared values is NCR'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 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 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.
More Information on NCR Corporation
NCR Corporation operates in the Fintech industry. The company is located in Atlanta, GA. NCR Corporation was founded in 1884. It has 36000 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 37 open jobs at NCR Corporation, click here.
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