Customer Success Analyst II

Описание вакансии

**Customer Success Analyst II

NCR Atleos, Belgrade**

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.

Responsibilities:

*🌸*Provide customer support and ensure success with NCR Atleos services and solutions;

*🌸*Build and maintain strong relationships with key customer executives and operational teams while understanding their current and future business needs;

*🌸*Promote confidence in NCR Atleos products, lead continuous improvement initiatives, and deliver customer-specific analysis to enhance satisfaction, ensure service consistency, and maximize profitability;

*🌸*Collaborate with Sales and customers to analyze reports and identify gaps in service delivery;

*🌸*Oversee installation and product delivery, ensuring customer satisfaction;

*🌸*Document deviations from contracts or policies;

*🌸*Serve as the primary escalation point with broad service knowledge;

*🌸*Build and maintain strong customer relationships;

*🌸*Address inquiries and provide timely support for complaints and escalations;

*🌸*Coordinate with delivery teams to meet customer requirements;

*🌸*Gather data, manage internal communications, and support incident resolution;

*🌸*Resolve less complex service issues using independent judgment;

*🌸*Provide sales support throughout the sales process and contract lifecycle;

*🌸*Lead scheduled operational calls and ensure timely resolution of customer issues;

*🌸*Drive processes aligned with cross-functional goals;

*🌸*Maintain product knowledge and remove roadblocks to meet customer objectives;

*🌸*Anticipate needs using proactive tools;

*🌸*Manage escalations and diagnose broader customer impacts;

*🌸*Lead internal and customer meetings, track issues and status updates;

*🌸*Maintain strong relationships with operations teams, logistics, billing, customer care, and vendors;

*🌸*Address operational concerns across products, billing, connectivity, and security;

*🌸*Identify opportunities for continuous improvement;

*🌸*Apply critical thinking to resolve issues and root causes;

*🌸*Focus on global solutions for recurring problems;

*🌸*Escalate new business opportunities to account management.

Requirements:

*💦*Technical/Vocational certification or bachelor's degree (or 1–3 years related experience);

*💦*Proficiency in Microsoft Office Suite (Excel, PowerPoint, Teams);

*💦*Strong time management and multitasking skills in a fast-paced environment;

*💦*Ability to resolve issues with urgency;

*💦*Flexibility to work non-standard hours;

*💦*Effective customer-facing communication and teamwork;

*💦*Broad knowledge of service delivery principles (ITIL, LEAN);

*💦*Familiarity with Smartsheet, ServiceNow, Workday, SharePoint;

*💦*Experience in SaaS, Digital Banking, ATM/ITM, or Financial Services.

Working conditions:

*☘️*Private Health Insurance;

*☘️*Employee Referral Bonus Program;

*☘️*Wellbeing Resources;

*☘️*Baby Bonus;

*☘️*Life, Accident & Disability Insurance;

*☘️*Numerous opportunities for internal career pathing and advancement;

*☘️*Discounts for employees at NCR Atleos partners.

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