Customer Management Senior Leader

* **Leadership & Mentorship:** Act as a leader and mentor for support teams; provide guidance on NCR’s business offerings, solutions, and process architecture.* **Program Oversight:** Manage the full Program Management lifecycle from concept through deployment; ensure successful execution of complex projects.* **Incident Management:** Fully understand and influence improvements in end-to-end incident management processes to enhance quality and profitability.* **Data Analysis & Reporting:** Apply independent judgment to routine and non-routine information; develop reporting tools for business management and analyze trends for operational improvements.* **Lifecycle Management:** Oversee multiple key information solutions and ensure effective lifecycle management.* **Customer Relationship Management:** Own the key service relationship with assigned customers; maintain satisfaction and identify cross-selling opportunities for WCS services.* **Strategic Account Engagement:** Conduct regular customer meetings to review service quality, policies, and uncover new service opportunities.* **Sales Support:** Assist sales teams with account information gathering and proposals for additional services.* **Operational Excellence:** Advise support operations on account-specific procedures, escalation processes, spare parts requirements, and security protocols.* **Performance Monitoring:** Present monthly service reports, manage escalations, and implement corrective action plans.* **Global Leadership:** Lead and supervise global account support resources; manage complex international service requirements and client P&L to ensure profitability.* **Industry Expertise:** Stay current with Banking and ATM trends; understand global business practices and challenges in managing direct and indirect markets.* **Continuous Improvement:** Maintain knowledge through training; review help desk quality and recommend process improvements.* **Travel:** Travel as required based on account needs.* Bachelor’s Degree* 8+ years of related experience* Proficiency in Microsoft Office Suite* Master’s Degree in a related field* Knowledge of global business practices and cross-border operations* Strong analytical, leadership, and relationship management skills* Medical Insurance* Dental Insurance* Life Insurance* Vision Insurance* Short/Long Term Disability* Paid Vacation* 401kA career at NCR Atleos means embracing our innovative culture and values, seeking new adventures and carving your own path. #J-18808-Ljbffr