Client Operations Analyst

3 weeks ago

Cebu City, Central Visayas, Philippines NCR Voyix Full time
Overview

The role of the Client Operation Analyst (COA) is to assist the Client Operations Lead (COL) in the management of the customer. All these actions will be supervised by the COL, and the COA may be in contact with the COL team, customers, NCR services, NCR sales, finance, T&M, Entitlement, and NCR entities to meet goals on time.

Key Areas of Responsibilities
  • Direct communication with the client when needed, sales and other teams to bill on time with accuracy.
  • Project management; focusing on next immediate milestones throughout the year with due dates in mind to complete goals on time with accuracy.
  • This position will own the key service relationship with the customer and is responsible for ensuring that the highest level of customer satisfaction is maintained, continually seeking to build and enhance enduring relationships with key customer interfaces while working to achieve a thorough understanding of their current and future service requirements.
  • Maintain excellent working relationships with all Field operations groups, including Field Support Centers, Field Operations Management (primarily TMs), Help desks, Service Logistics, Billing Operations Center, Customer Advocates, and potentially 3rd party contractors.
  • Work closely with the wider NCR Customer Account team, including TS, Software support teams, Professional Services, and the sales and hardware delivery teams.
  • Schedule, prepare and conduct regular meetings with customers to review service quality, plan and ensure new service assumption quality, review NCR Services policies and procedures, discuss customer-specific service issues, uncover new service opportunities, and ensure the integrity of all account information.
  • Manage P&L responsibility for the account and ensure all services revenue is recognized in a timely and accurate manner; address any service inefficiencies and service credits as needed.
  • Maximize margin on the account by analyzing call volumes, areas of failure, and processes to maximize remote resolution and minimize unnecessary CE dispatches and logistics costs.
  • Support sales in identifying and qualifying new service opportunities and provide consultative assistance in service-related business.
  • Promote customer confidence in NCR and Services to foster long-term business partnerships.
  • Provide lifecycle management guidance by documenting account-specific service call handling procedures, escalation procedures, spare parts requirements, security procedures, and other policies necessary to perform the services function.
  • Evaluate on-going effectiveness of Parts Plan with Logistics Analyst and provide recommendations for improvement.
Basic Qualifications
  • Bachelor's Degree
  • 3+ years of related experience
  • Strong communication skills, oral and written; strong problem-solving skills
  • Attention to detail; analytical skills; ability to work independently
  • Ability to prioritize workload; self-starter
  • Understanding of Custom Pricing, Order Entry, Product Solutions
  • Strong ownership mentality and organizational skills
  • Position requires sales support and account maintenance/management skills, project management, and self-starter in order to achieve a high level of success
  • Amenable to work on graveyard (8PM-5AM)
Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Administrative, Customer Service, and Project Management
Industries
  • Consumer Services and Business Consulting and Services

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