Customer Success Analyst - Belgrade, Serbia

NCR Atleos • Belgrade, MT

366d

About The Position

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 Atleos brand. The role will ensure customer success with NCR Atleos 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.

Requirements

• Associate degree, or 1-2 years equivalent experience.
• 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.

Nice To Haves

• Tools: Smartsheets, Salesforce, Gainsight, ServiceNow, Remedy, Workday and SharePoint.
• Experience in SaaS, Digital Banking, ATM, ITM or Financial Services environment.

Responsibilities

• Provide customers support and ensure success with the NCR Atleos Services and Solutions.
• Enhance enduring relationships with key customer executives and operational staff.
• Promote customer confidence with NCR Atleos products and solutions.
• Drive continuous improvement, providing customer-specific analysis achieving customer satisfaction, service fidelity and customer profitability.
• Support customers in a reactive shared services environment.
• Work in customer time zones which is North America based from east coast to Hawaii time zones.
• Coordinate activities associated with product and service issue resolution.
• Assist with determining Out-of-Scope services rendered to the customer.
• Prepare and attend vendor and customer meetings when required.
• Isolate problems and create and execute resolution plans.
• Log problems via Action Tracking, identify issue owner within the NCR Atleos environment and provide updates and drive resolution on open issues.
• Maintain and update knowledge/skills through training and development opportunities.
• Conduct and own proactive regularly scheduled operational calls.
• Own items through satisfactory resolution for the customers.
• Drive processes while understanding cross-functional team goals.
• Manage roadblocks to achieve customer goals.
• Facilitate escalations to the proper avenue.
• Facilitate and own regularly scheduled meetings with internal teams.
• Maintain working relationships with all operations-focused groups.
• Manage customer operational needs in relationship allowing Account Executive to focus on Strategy, Sales and Retention.
• Field direct calls from internal departments on operational concerns.
• Direct and identify areas of opportunity where continuous improvement can be applied.
• Apply critical thinking skills; utilize appropriate resources within the company to solve issues.
• Manage issues with a focus on global impact.
• Identify new business opportunities and escalate to account management team.

Benefits

• Private Health Insurance
• Employee Referral Bonus Program
• Wellbeing Resources
• Baby Bonus
• Life, Accident & Disability Insurance
• Numerous opportunities for internal career pathing and advancement
• Discounts for employees at NCR Atleos partners

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Computer and Electronic Product Manufacturing
• Education Level: Associate degree