Customer Success Analyst I

About NCR AtleosNCR 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.Job Title: Customer Success Analyst IGrade: 8Location: BelgradeAbout NCR AtleosNCR 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.Position DescriptionThis role entails customer facing success management. It is fast-paced, multi-tasking, self-learning position. It requires excellent team working skills as it interfaces with internal networks and the external customer accounts to represent the NCR Atleos brand. The role will ensure customer success with NCR Atleos services and solutions. It is operational in nature, project and task based. In the role you will either support your own set of customers or support executives who manage the customer success relationship.Position Summary And Key Areas Of ResponsibilityProvide customers support and ensure success with the NCR Atleos Services and Solutions. Requires ability to continually enhance enduring relationships with key customer executives and operational staff, while working to achieve a thorough understanding of their current and future business requirements. Promote customer confidence with NCR Atleos products and solutions. Drive continuous improvement, providing customer-specific analysis achieving customer satisfaction, service fidelity and customer profitability.Customer Success Analyst role support customer in a reactive shared services environment. Customers are supported with some level of proactivity depending on customer need. A CSA must work in the customer time zones which is North America based from east coast to Hawaii time zones.Scope of responsibility can include Client Governance, MyNCR Portal, Service Performance monitoring, Delivery of KPIs, Entitlement, Bad Actor & Chronic Units, Dispatch Avoidance, Customer Engineer Support, AR Invoices, SLA Penalties, Call Pack and Parts & LogisticsGeneral Duties And Responsibilities:Position requires a thorough understanding of systems, operations and policies, and customer contract specifics that are used to resolve customer problemsDocumenting steps taken to reach resolution in order to develop process excellence and automationCoordinates activities associated with product and service issue resolutionAssist with determining Out-of-Scope services rendered to the customerPrepared and attend vendor and customer meetings when requiredIsolates problems and creates and executes resolution plansLogs problems via Action Tracking, identifies issue owner within the NCR Atleos environment and provides updates and drives resolution on open issues. Maintain and update knowledge/skills through training and development opportunitiesDrive and Own ResolutionConduct and own proactive regularly scheduled operational callsOwn items through satisfactory resolution for the customersDrive processes while understanding cross-functional team goalsPossess working knowledge of product offeringManage roadblocks to achieve customer goals. Anticipate needs with proactive tools that can drive customer behaviorFacilitate escalations to the proper avenueEscalate and diagnose larger impact to our customer base and take appropriate actionManage Cross-Functional TeamsFacilitate and own regularly scheduled meetings with internal teams; maintain issues list and current status through common toolMaintain working relationships with all operations-focused groups, including but not limited to: Field Support Centers, Field Operations Management (primarily TMs), Worldwide Service Logistics organization, Billing Operations Center and Customer Advocates, 3rd party contractors, Managed Services Internal Teams, SW Support Groups and Customer Care CentersFacilitate and run customer operations meetingsManage customer operational needs in relationship allowing Account Executive to focus on Strategy, Sales and Retention. Field direct calls from internal departments on operational concerns: products, interface billing, connectivity, implementation, security, etc. Problem SolvingDirect and identify areas of opportunity where continuous improvement can be applied. Apply critical thinking skills; utilize appropriate resources within the company to solve issues, identify root cause and carry to resolution. Manage issues with a focus on global impact (solve once for many)Identify new business opportunities and escalate to account management team (AE)Basic QualificationsAssociate degree, or 1-2 years equivalent experience.And:Demonstrated proficiencies with Microsoft Office Suite software with strong Excel/PowerPoint/TeamsAbility to work in a fast-paced environment with excellent time management and multi-tasking abilitiesAbility to identify and resolve issues with a sense of urgencyWilling to work non-standard business hours as required by customersTeam player – ability to work with colleaguesCustomer facing communication acumenPreferred Qualifications:Tools: Smartsheets, Salesforce, ServiceNow, Remedy, Workday and SharePointExperience in SaaS, Digital Banking, ATM, ITM or Financial Services environmentEEO Statement Integrated into our shared values is NCR’s Atleos commitment to diversity. NCR Atleos 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 Atleos 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 Atleos has an ongoing responsibility to respect and support a globally diverse environment.Statement to Third Party AgenciesTo ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.Offers of employment are conditional upon passage of screening criteria applicable to the job.Company Benefits:Private Health InsuranceEmployee Referral Bonus ProgramWellbeing ResourcesBaby BonusLife, Accident & Disability InsuranceNumerous opportunities for internal career pathing and advancementDiscounts for employees at NCR Atleos partnersEEO StatementNCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.Statement to Third Party AgenciesTo ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.