Client Operations Analyst

Overview

Join to apply for the Client Operations Analyst role at NCR Voyix.

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world's leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers' technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals — from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today's competitive landscape.

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

Job Summary

Working directly with COL (Client Operations Lead) and Customers for all account needs related to recurring maintenance and support needs. Manages monthly, quarterly, semi-annual, and annual billings throughout the year, working with customers to obtain approvals for accuracy and efficiency.

Responsibilities

• Assist the COL in the management of the customer. Actions will be supervised by the COL, but the COA may coordinate with the COL team, customers, NCR services, sales, finance, T&M, Entitlement, and NCR entities to meet goals on time.
  
• Direct communication with the client when needed, with sales and other teams to bill on time with accuracy.
  
• Project management; focus on next milestones throughout the year with due dates to complete goals on time and with accuracy.
  
• This position will own the key service relationship with the customer and is responsible for ensuring the highest level of customer satisfaction while building enduring relationships and understanding current and future service requirements.
  
• Maintain excellent working relationships with Field operations groups (Field Support Centers, Field Operations Management, Help desks, Service Logistics, Billing Operations Center, Customer Advocates) and with 3rd party contractors as needed.
  
• Work closely with the wider NCR Customer Account team, including TS, Software support, Professional Services and sales/hardware delivery teams.
  
• Schedule, prepare and conduct regular meetings with customers to review service quality, plan for new service opportunities, review NCR Services policies, discuss customer issues, and ensure the integrity of account information.
  
• Manage P&L for the account and ensure all services revenue is recognized in a timely and accurate manner; address inefficiencies and service credits as needed.
  
• Maximize margin by analyzing call volumes, failure areas, processes and other factors to optimize remote resolution and minimize unnecessary CE dispatches and logistics cost.
  
• Provide support to sales by identifying and qualifying new service opportunities and offering consultative service-related guidance.
  
• Promote customer confidence in NCR and its Services to help secure long-term business agreements.
  
• Advise the support operations organization and document account-specific service call handling procedures, escalation procedures, spare parts requirements, security procedures and other policies necessary to perform the services function.
  
• Evaluate the ongoing effectiveness of Parts Plan with the Logistics Analyst and provide recommendations for improvement.
  

Basic Qualifications

• Bachelor's Degree
  
• 3+ years of related experience
  
• Amenability to work full onsite and on graveyard shifts
  
• Strong communication skills (oral and written) and strong problem-solving skills
  
• Attention to detail; analytical skills; ability to work independently
  
• Ability to prioritize workload; self-starter
  
• Excellent PC/Microsoft Office skills
  
• Understanding of Custom Pricing, Order Entry, Product Solutions
  
• Strong ownership mentality and organizational skills
  
• Sales support, account maintenance/management, project management, and self-starter mindset to achieve high levels of success
  

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.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management and Manufacturing

Industries

Software Development

#J-18808-Ljbffr

---