(IH505) Customer Success Manager

(IH505) Customer Success Manager

03 jul
NCR Edinburgh
Bogotá D.C.

03 jul

NCR Edinburgh

Bogotá D.C.

About NCR

NCR Corporation (NYSE: NCR) is a leading software- and services-led enterprise provider in the financial, retail and hospitality industries. NCR is headquartered in Atlanta, Georgia, with 36,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

The Customer Success Manager requires a high degree of skill in relationship management, analysis, and leadership as a customer facing services manager position focused on building long-term partnerships with NCR clients. The CSM is responsible for the operational health of their customer(s) and delivery excellence across NCR. You will lead customer monthly operational Reviews (QBR),

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. 


- 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


- Experience in the various NCR Lines of Businesses

- Experience of working in a managed services or outsourcing environment

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.

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