Senior Customer Solutions Manager

We are seeking a skilled Client Operations Leader to join our team. In this role, you will be responsible for delivering high-quality services and solutions to our clients. You will work closely with cross-functional teams to identify and execute new business opportunities, define customer requirements, and develop quotes.

As a Client Operations Leader, you will own the key delivery execution relationship with the customer from order through fulfillment. You will ensure all products and services that are cross-sold are delivered to maintain customer satisfaction. You will also assume full accountability for the overall success of all projects, products & services through deployment for your customers.

The ideal candidate will have 1-3 years of related experience and demonstrated proficiencies with Microsoft Office Suite software. You will have excellent written and verbal communications skills and be able to work in a fast-paced environment and multi-task.

Key Responsibilities:

• Customer-facing position based remotely as part of the APAC Client Operation Lead Team
• Manage overall NCR delivery performance, review and fix areas that are under-performing
• Responsible for the day to day delivery of Services - Incident, Problem, Change and Project management
• Act as a point of Escalation and manage issues/incidents to conclusion, utilising NCR support teams and processes
• Champion Root Cause Analysis, Continuous Improvement and Risk Management & Mitigation
• Schedule and conduct regular meetings with customers to review delivery quality, plan and ensure new product & services quality assumptions, discuss customer-specific service issues, seek to uncover new NCR opportunities, and ensure the integrity of all account information
• Drive performance in critical KPI's including On-Time In Full (OTIF), as sold vs. as delivered margin, and execution of field deployment
• Working with NCR teams to collate, report and deliver Client required metrics
• Working with NCR teams to solution new business opportunities, define customer requirements, request and issue customer quotes
• Responsible for the successful delivery of Projects and related Programs of Works into the Clients Business Environments
• Ability to resolve issues at the lowest level possible but able to escalate issues to senior/executive management as necessary to ensure successful resolution for the customer
• Position required to manage 3rd parties and customer care visits
• Position to review and manage product lifecycle and end of life
• Position to support COL and maintain the data integrity of the estate database
• Identify and execute effect change control for maximizing revenue
• Position reports to Executive Client Operations Lead

To succeed in this role, you will need to possess the following skills and qualifications:

Basic Qualifications:

• 1-3 years of related experience
• Amenability to work full onsite and on graveyard shift
• Analytical and/or technical experience, preferably within NCR Services
• Demonstrated proficiencies with Microsoft Office Suite software
• Excellent written and verbal communications skills
• Ability to work in a fast-paced environment and multi-task; good time management and organizational skills
• Ability to identify and resolve issues with a sense of urgency
• Detail oriented
• Ability to work as part of a team or independently
• Willing to work non-standard business hours as required by customers

Preferred Qualifications:

• Experience in the various NCR Lines of Businesses

As a valued member of our team, you can expect a range of benefits, including:

Equal Employment Opportunity:

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.

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.