Customer Success Manager Full Time

About the job
About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

In this role, One NCR is about giving customers one NCR point of contact from the time they report an incident until it’s resolved, managing all aspects of NCR Services delivery to the client. Providing analysis and actions leading to improved customer satisfaction, improved service fidelity and profitability. You must have a thorough understanding of Services Systems, Operations, Policies, and Customer Contract Specifics that are used to resolve customer situations. Must be able to quickly identify next steps in the problem resolution process leveraging ITIL practices. Actively assess the customers environment and proactively identify actions for continuous improvements. Account Support roles can be a stand-alone role or part of a dedicated Customer Support Services Team.

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
Client Governance – Top priority is customer satisfaction. Establish an aligned governance model with your client(s). Cadence drives service performance, engagement and ongoing improvements. Daily interactions, delivering services contract terms during the lifecycle of the agreement.
Governance Model
Frequency: Daily/Wkly/Mthly/Qtrly
Content:
HDW/SW/MS/Projects
Performance Metrics
Bad Actors/Outliers
Market Performance
Entitlement/Billing
Change Mgmt
Service Performance Delivery of KPIs – Ensure data integrity within the NCR systems. Performs reporting and prioritizes, maintains working relationships with client and internal organizations.
SLA performance results
Outlier Mgmt – aged Workorder
Client KPIs
Field Retrofit Order (FRO)
Entitlement – Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.
Endpoints registration
Proper coverage in delivery system
Time & Material billing/disputes
Bad Actor & Chronic Units – Hardware that repeatedly fails to meet standards of quality and performance.
Revisit identification/improvements
Retrips isolation working with Field
Excessive failure rates of units
Dispatch Avoidance – Eliminate dispatches through remote resolve, CIT, First Time Fix dispatch business rule tuning improvements.
Actions to eliminate workorders
Dispatch rule changes
CIT avoidance workorders
Customer Engineer Support – Provide general and or account specific support to the customer engineer.
Environmental (electrical, CIT)
HDW/SW
Site prep/clearance
Site access, safety issue
Account procedures
AR Invoices – Accounts receivable are legal claims for payment collected within contract terms.
Billing disputes
Concession approvals
SLA Penalties – Penalties assessed if SLA is breached.
Penalty reconciliation
Penalty avoidance
Call Pack – Prepaid purchase of qty. of FLM calls per month, defined as service actions necessary to clear jams without the use of a tool and in 30 minutes or less.
Monthly workorder mitigation
Over/under reporting
Right size call pack (WO usage)
Parts & Logistics – Spare Parts Logistics consists of national, local or customer engineer trunk stock required to support the field. Understand the process and be proactive in ensuring parts are in the right place, right time working with Logistics.
Parts Availability
Parts Quality
Assumption of Service
QUALIFICATIONS AND EDUCATION REQUIREMENTS
Technical/Vocational certification or High School diploma or, 0-1 years of related experience
Detailed oriented, analytical and/or technical experience, preferably within NCR Services
Demonstrated proficiencies with Microsoft Office Suite software, excellent in Microsoft Excel
Excellent written and verbal communications skills
Ability to work in a fast-paced environment. multi-task, time management and organizational skills
Ability to identify and resolve issues with a sense of urgency
Ability to work as part of a team or independently
Willing to work non-standard business hours as required by customers
PREFERRED SKILLS
Experience in the various NCR Lines of Businesses
Experience of working in a managed services or outsourcing environment
IM
Cash Management
CIT Management
Availability Analytics
Offers of employment are conditional upon passage of screening criteria applicable to the job.

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.