Customer Success Manager

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.
o Governance Model
o Frequency: Daily/Wkly/Mthly/Qtrly
o 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.
o SLA performance results
o Outlier Mgmt - aged Workorder
o Client KPIs
o Field Retrofit Order (FRO)
* Entitlement - Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.
o Endpoints registration
o Proper coverage in delivery system
o Time & Material billing/disputes
* Bad Actor & Chronic Units - Hardware that repeatedly fails to meet standards of quality and performance.
o Revisit identification/improvements
o Retrips isolation working with Field
o Excessive failure rates of units
* Dispatch Avoidance - Eliminate dispatches through remote resolve, CIT, First Time Fix dispatch business rule tuning improvements.
o Actions to eliminate workorders
o Dispatch rule changes
o CIT avoidance workorders
* Customer Engineer Support - Provide general and or account specific support to the customer engineer.
o Environmental (electrical, CIT)
o HDW/SW
o Site prep/clearance
o Site access, safety issue
o Account procedures
* AR Invoices - Accounts receivable are legal claims for payment collected within contract terms.
o Billing disputes
o Concession approvals
* SLA Penalties - Penalties assessed if SLA is breached.
o Penalty reconciliation
o 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.
o Monthly workorder mitigation
o Over/under reporting
o 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.
o Parts Availability
o Parts Quality
o 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
o IM
o Cash Management
o CIT Management
o 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.