Customer Management Senior Specialist

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. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces® list.

In this role, this individual owns the key service and support relationship with the customer. Customer Success Managers are responsible for ensuring services/support for our customers are managed and maintained. The position requires a high degree of skill in relationship management, analysis, and leadership to have issues resolved for the customer during life cycle maintenance.

• Client Governance - Top priority is customer satisfaction. Establish an aligned governance model with your client(s). Cadence drives service performance, engagement, and ongoing improvements, including improvement of customer surveys. Daily interactions, delivering services contract terms during the lifecycle of the agreement.
  • Governance Model
  • Frequency: Daily/Wkly/Mthly/Qtrly
  • Content:
    • Performance Metrics
    • Bad Actors/Outliers
    • Entitlement/Billing
       
• MyNCR Portal - MyNCR is NCR’s customer portal that gives customers access to create workorders. Client training to ensure they can create, escalate and update workorders and view invoices.
  • Customer set up & Training.
  • Profiles and passwords
     
• 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
     
• Entitlement – Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.
  • Time & Material billing/disputes
  • Maintenance on time billing release
     
• 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.
  • 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. Works with internal billing teams on the following:
  • 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)
     
• Sales & Opportunity Mgmt – Supports Sales in opportunities.
  • Contract Renewals
  • Services Contract Mgmt. Issues
     
• Parts & Logistics - Partners with Logistics and Field Management on national, local or customer engineer trunk stock required to support the field.
  • Review and Send Parts Availability Reports
     
• Quality Issues - Understand and be fully engaged. Assist with identifying and reporting quality issues. Work with responsible owners to ensure resolution.
  • Hardware
  • Software
  • Parts

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

• Vocational degree 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 Exce