Customer Success Manager - United Kingdom, Virtual

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 Manager, Banking Customer Operations

Location: United Kingdom, Virtual

POSITION SUMMARY

The Customer Success Manager (CSM) is responsible for the operational health of their customer(s) and delivery excellence across NCR. You will participate in customer monthly operational Reviews , driving project excellence functioning as the “air traffic controller” for all delivery and operational functions and improving the Net Promoter Score (NPS). The CSM is a proven leader who will drive operational excellence across their client(s). We are looking for an operations expert who consistently has their finger on the pulse of our day-to-day tactical operations. They are process oriented, ensure adherence to procedures, and can expertly navigate operational challenges.

In this role, delivering a “One NCR” approach is about giving customers a single NCR point of contact managing all aspects of NCR operational, execution and delivery across all functions of NCR to create a “One NCR” delivery experience driving the NCR operational health of our customers. The position is required to continually seek to build and enhance enduring relationships with customer while working to achieve a thorough understanding of their current and future business requirements; Required to promote customer confidence in the product and its Solutions. You will create, manage and develop and drive continuous improvements, providing customer-specific analysis leading to improved customer satisfaction, delivery fidelity and customer profitability.

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. Customer Success Manager role 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

• Customer Profit & Loss - NCR internal customer profit & loss management of account profitability.
• Steward of the CP&L plan
• Cost containment/improvements

• 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

• Sales & Opportunity Mgmt - Opportunity Management is a strategic process that supports, tracks and manages the execution of a sales process in pursuit of closing a sale. Understand the process and be fully engaged.
• Contract Renewals
• Services Contract Mgmt Issues
• Statement of Work/pricing
• Bid Reviews

• 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

• Quality Issues - Understand and be fully engaged. Assist with identifying and reporting quality issues. Work with responsible owners to ensure resolution.
• Hardware
• Software
• Parts

• Software Support - Software support services delivered for specific software products covered under software maintenance contract. Understand the process and be fully engaged with the software team.
• SW patches
• SW code errors
• SW testing issues
• SW setup issues

• QUALIFICATIONS AND EDUCATION REQUIREMENTS
• Technical/Vocational certification or High School diploma or, 3-5 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
• Client Relationship Management
• Experience of working on Continuous Improvement programms.

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.