Categories: Customer Success, IT Services, Retail Tech

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail and restaurant industries. NCR Voyix transforms retail stores and restaurant systems with comprehensive, platform-led SaaS and services capabilities. NCR Voyix is headquartered in Atlanta, Georgia, with customers in more than 35 countries across the globe.

TITLE: Customer Relationship Manager

LOCATION:  Buenos Aires, Argentina

GRADE: 12

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 Relationship Manager role can be a stand-alone role or part of a dedicated Customer Relationship Team:

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

• Client Governance - Top priority is customer satisfaction. Establish an aligned governance model with your client(s). Cadence drives service performance, engagement and ongoing improvements. Daily interactions, delivering services contract terms during the lifecycle of the agreement.
  • Governance Model
  • Frequency: Daily/Wkly/Mthly/Qtrly
  • Content:
    • HDW/SW/MS/Projects
    • Performance Metrics
    • Bad Actors/Outliers
    • Market Performance
    • Entitlement/Billing
    • Change Mgmt
• MyNCR Portal - MyNCR is NCR’s customer portal that gives customers access to create workorders. Client training to ensure they can create, escalate and update workorders and view invoices.
  • Customer set up & Training
  • Profiles and passwords
  • Workorder ESC/Monitoring
  • Connection issues
• Service Performance Delivery of KPIs - Ensure data integrity within the NCR systems. Performs reporting and prioritizes, maintains working relationships with client and internal organizations.
  • SLA performance results
  • Outlier Mgmt – aged Workorder
  • Client KPIs
  • Field Retrofit Order (FRO) 
• Entitlement – Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.
  • Endpoints registration
  • Proper coverage in delivery system
  • Time & Material billing/disputes
• Bad Actor & Chronic Units - Hardware that repeatedly fails to meet standards of quality and performance.
  • Revisit identification/improvements
  • Retrips isolation working with Field
  • Excessive failure rates of units
• Dispatch Avoidance - Eliminate dispatches through remote resolve, CIT, First Time Fix dispatch business rule tuning improvements.
  • Actions to eliminate workorders
  • Dispatch rule changes
  • CIT avoidance workorders
• Customer Engineer Support - Provide general and or account specific support to the customer engineer.
  • Environmental (electrical, CIT)
  • HDW/SW
  • Site prep/clearance
  • Site access, safety issue
  • Account procedures 
• Customer Profit & Loss - NCR internal customer profit & loss management of account profitability.
  • Steward of the CP&L plan
  • Cost containment/improvements
• AR Invoices - Accounts receivable are legal claims for payment collected within contract terms.
  • Billing disputes
  • Concession approvals
• SLA Penalties - Penalties assessed if SLA is breached.
  • Penalty reconciliation
  • Penalty avoidance
• Call Pack - Prepaid purchase of qty. of FLM calls per month, defined as service actions necessary to clear jams without the use of a tool and in 30 minutes or less. 
  • Monthly workorder mitigation
  • Over/under reporting
  • Right size call pack (WO usage)
• Sales & Opportunity Mgmt - Opportunity Management is a strategic process that supports, tracks and manages the execution of a sales process in pursuit of closing a sale. Understand the process and be fully engaged.
  • Contract Renewals
  • Services Contract Mgmt Issues
  • Statement of Work/pricing
  • Bid Reviews
• Parts & Logistics - Spare Parts Logistics consists of national, local or customer engineer trunk stock required to support the field. Understand the process and be proactive in ensuring parts are in the right place, right time working with Logistics.
  • Parts Availability
  • Parts Quality
  • Assumption of Service
• Quality Issues - Understand and be fully engaged. Assist with identifying and reporting quality issues. Work with responsible owners to ensure resolution.
  • Hardware
  • Software
  • Parts
• Software Support - Software support services delivered for specific software products covered under software maintenance contract. Understand the process and be fully engaged with the software team.
  • SW patches
  • SW code errors
  • SW testing issues
  • SW setup issues
     
• QUALIFICATIONS AND EDUCATION REQUIREMENTS:
• Technical/Vocational certification or High School diploma or, 3-6 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 and Power Point
• 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
• Leadership experience

• PREFERRED SKILLS:
• Experience in the various NCR Lines of Businesses
• Experience of working in a managed services or outsourcing environment
• Solid understanding of field service delivery programs and processes.
• Knowledge of Oracle Field Service structure preferred
• Knowledge of Data Viz Tools as Tableau, qview, Microstrategy, Power BI
• Knowledge of SQL
• Knowledge of python for analysis

Offers of employment are conditional upon passage of screening criteria applicable to the job

EEO Statement

Integrated into our shared values is NCR Voyix’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 Voyix 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 Voyix has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies
To ALL recruitment agencies: NCR Voyix only accepts resumes from agencies on the preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Voyix employees, or any NCR Voyix facility. NCR Voyix is not responsible for any fees or charges associated with unsolicited resumes

“When applying for a job, please make sure to only open emails that you will receive during your application process that come from a @ncrvoyix.com email domain.”