.The Customer Services Manager (COL) requires a high degree of skill in relationship management, analysis, and leadership as a customer-facing services executive position focused on building long-term partnerships with NCR clients.
The role is responsible for the operational health of their customer(s) and delivery excellence across NCR Atleos.
You will lead customer Quarterly Business Reviews (QBR), driving project excellence functioning as the "air traffic controller" for all delivery and operational functions and improving the Net Promoter Score (NPS).
Lead the onboarding, utilization, and penetration of services/features available in subscription creating value realization for the client to ensure renewal.
This role is a proven leader who will drive operational excellence across their client(s).
This position requires an understanding of leadership, strategic vision, and a high level of business savvy.
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 Atleos" approach is about giving customers a single NCR Atleos point of contact managing all aspects of NCR Atleos operational execution and delivery across all functions of NCR Atleos to create a "One NCR Atleos" delivery experience driving the NCR Atleos operational health of our customers.
The position is required to continually seek to build and enhance enduring relationships with customers 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.
Must be able to quickly identify next steps in the problem resolution process leveraging ITIL practices.
You will create, manage, develop, and drive continuous improvements, providing customer-specific analysis leading to improved customer satisfaction, delivery fidelity, and customer profitability.
KEY AREAS OF RESPONSIBILITY Own the key delivery execution relationship with the customer from order through fulfillment and is responsible for ensuring all products and services that are cross-sold are delivered to maintain customer satisfaction.
Build strong relationships with customer leadership, NCR Atleos Sales & Account teams, NCR Atleos manufacturing & supply chain leadership, services, and professional services teams.
Manage the lifecycle of multiple key information solutions.
Provide thought leadership and technical and/or industry expertise around delivery enabling profitable growth for assigned customer accounts