Customer Success Analyst II

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.

TITLE**: Customer Success Analyst II**

LOCATION**: Belgrade**

GRADE**: 9**

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

Account Support Analyst is responsible for serving as a point of contact for client interactions providing customer specific analysis, leading to improved service fidelity and customer profitability,

This position is responsible for Customer Escalation Management, Database and Configuration Management, AR/LOAR, Customer Business Reviews, Internal NCR Stakeholder Management and Generating Reports on Customer Performance.

Specifically, position maintains working relationships with all client operation and service delivery teams;

Position requires a thorough understanding of ACS systems, operations and policies, and customer contract specifics that are used to resolve customer problems;

Works cross-functionally to help clients continue to achieve superior operational performance.

Responsibilities include:

• Assisting and working alongside Customer Services Director, Executive Service Managers and Senior Service Analysts
• Reading, understanding and interpreting contractual agreements between NCR and our clients; Ensuring contractual terms and conditions are executed in account lifecycle
• Revenue Assurance – ensuring customers are billing correctly and timely, enhancing customer satisfaction with the overall process
• Entitlement Accuracy – assuring all items for a customer are properly coded and receiving proper coverage for covered items in lifecycle
• Preparing standard and custom reports and ensuring SLA and other metrics are presented accurately; Communicating specific SLA (Service Level Agreement) requirements to specific locations.
• Ability to resolve customer issues and/or escalate issues to process or tool owners
• Ensuring customer data integrity for service delivery, billing and reporting.
• Ability to quickly determine next steps in problem resolution process, involving the necessary internal parties and timely updating the customer on the progress;
• Managing client expectations and service requirements.
• Attending vendor and customer meetings when required;
• Ensure that the customer uses the proper primary escalation contacts/processes within Services
• Works with customer help desks on specialized activities when normal NCR processes are failing
• Other job-related duties as assigned.

Basic Qualifications:

• Minimum of BA/BS or relevant experience in analytical/customer services role.
• Proficient English Level (both verbal and written).
• Needs to be available for all US Time Zones to coordinate with Customers and Account team. May need to adjust as account responsibilities dictate.
• Excellent communication skillset to interface directly with external customers and internal NCR parties. Analytical and/or technical experience, preferably within NCR Services
• General computer skills required; Microsoft Word/Excel proficiency

Specific skills & proficiency level:

• Ability to work in a fast-paced environment and multi-task. Good time management and organizational skills
• Ability to identify and resolve issues with a sense of urgency
• Knowledge of EDW queries, Oracle systems, CWEB, MACC, Invoice Engine and other applicable systems
• Detail oriented
• Willing to work non-standard business hours as required by customers
• Works well under pressure
• Team player – ability to work with colleagues in multiple locations

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

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.