NCR Account Services Manager in Melbourne, Australia
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.
Job Description - Account Support Manager
` YOU ARE:
A mentor. Analyst. Expert. Leader. If these four words get at the heart of who you are, NCR—one the world’s first tech companies and still going strong—is looking for someone like you.
Account Support Managers (ASMs) are the people who design our future. As an ASM, you’ll own and be fully responsible for key service relationships with our clients, inspired by your deep understanding of the ways NCR is making every day easier. You’ll also mentor team members, giving them opportunities to cross-sell our products so that our customers have everything they need to stay relevant and in-demand.
You’re leaning in, aren’t you? Read on—we’re just getting started.
YOU CAN EXPECT TO:
Own many important service relationships and drive them forward. How are we fulfilling our promises? Have we met our customers’ (and their customers’) needs? You tell us. Thought leadership is your specialty. Your technical and industry expertise give you a big-picture view—which is going to come in handy when you and your team cultivate new and existing customer accounts. Delivering incredible service (and exceptional experiences) is what sets NCR apart, and keeps us growing. * Be a subject matter expert who owns projects (and their success) from start to finish.
As an Account Support Manager with NCR, you’ll notice patterns others don’t and figure out how to solve challenges before they become problems. Lead projects as a manager, and totally understand the many details of our customer accounts.
You’ll aide in closing sales by using sales resources (such as Services Sales Consultants, Network Sales Consultants, and Solution Sales Specialists), and work on proposals to earn us additional business. Develop your own tools to report on your multiple, ongoing projects.
On a regular basis, you’ll check in with clients to make sure we’re meeting their needs, from overall service quality to the fine print of policies and procedures—with the goal of bringing more exceptional experiences to people across the globe.
Provide thoughtful recommendations for procedures, processes, and product improvements. (It’s probably good to know the Six Sigma method, too, because we use it to eliminate manufacturing defects.).
Review the quality of the help we provide to our customers by attending vendor and customer meetings. As necessary, you’ll coordinate additional trainings, or propose process changes.
- 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. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. 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.
Basic Qualification and Desired Experience
Bachelor's Degree in related discipline in IT or Business Administration or Service Delivery with 10 years of related experience as Account Manager managing services engagement.
Minimum 5 year’s experience in Operation support environment
Must have strong experience in Incident, Problem and Change Management, running incidents and managing escalations and service delivery.
Excellent commercial skills with knowledge and experience in procurement, finance (budgets, costs, P&L) and legal agreements/contracts
Excellent relationship management, industry expertise and the ability to assume the role of business consultant
Experience in contract management and driving service improvement initiatives
Experience working in a managed services or outsourcing environment.
Excellent communication skills and ability to operate at all levels within the Customers organization, especially with key decision makers
Certification in ITIL.
Job Customer Svcs/Support Services
Title: Account Services Manager
Requisition ID: 0068914_P0228030