NCR Client Services Analyst in Belgrade, Serbia

TITLE:Client Services Analyst LOCATION: Serbia, Belgrade GRADE: 08

NCR Corporation(NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Atlanta, Georgia, with approximately 29,000 employees and does business in 180 countries.

KEY AREAS OF RESPONSIBILITY:

/The Client Services Analyst serves as the single point of contact for all client interactions and is responsible for post-sale customer satisfaction. Specifically, the Client Services Analyst ensures delivery of support from implementation planning to post-implementation support and issue resolution across all functional areas; serves as the liaison between the Project Team and internal service groups from design to implementation; ensures quality services are delivered to clients throughout the life cycle of the client relationship; ensures proper expectations are set with the project team and client on internal services policies and procedures; works cross-functionally to change policies and procedures as needed and; sells additional products and services to help clients continue to achieve superior operational performance./

  • Work with Customer and NCR functional groups to effectively plan and execute the implementation of NCR technologies.
  • Account Management
  • Proactively monitors and manages compliance and quality of post-sales and implementation services as follows:
  • Ensures all Support Service Level Agreements are met
  • Provides client-specific feedback to improve compliance
  • Works with client and Support to Minimize Training/Operational calls
  • Coordination, deployment and monitoring of installations and software upgrades. Responsible for modifying processes and schedules as required by rollout plans
  • New sites (Hardware Maintenance, Out of Box Failures’, identifies people to fix problems)
  • Provides input on product improvements via issues log and program review
  • Uses recommended methodologies to proactively communicate internally and externally
  • Responsible for coordinating delivery of client service components during the life cycle of the client relationship
  • Represents each of the following groups as part of the project team:
  • Technical Support (Both Internal and External Help Desks, as well as Channel Partners)
  • Installation and On-Site Training
  • Post Implementation Consulting
  • Manages product quality for designated client(s)
  • Sets client and project team expectations about policies and procedures for the following:
  • Support Programs
  • Installation Programs

BASIC QUALIFICATIONS:

  • Bachelor’s Degree or equivalent work experience preferred
  • One year account management experience desired
  • One year of post-sale implementation experience or exposure to said processes preferred
  • Established history in restaurant operations, franchise sales and/or in a POS vendor environment preferred
  • Ability to multi-task; high energy; strong sense of ownership; strong sense of urgency; ability to improvise
  • Balanced ability to dive into details and think strategically
  • Ability to respond in a crisis
  • General computer skills required; Microsoft Word/Excel proficiency
  • Ability to get up to speed quickly with proprietary applications and emerging technology
  • Strong interpersonal skills at all levels to include internal and external communications
  • Excellent ability to work cross-functionally through different areas of the organization
  • Technology and implementation experience a plus

_EEO Statement_ Integrated into our shared values is NCR's commitment to diversity. 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. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture and physical ability. 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.

Job Customer Svcs/Support Services

Title: Client Services Analyst

Location: Serbia-Belgrade

Requisition ID: 0067629_P0226404