Customer Success Analyst II

Responsibilities:

• Provide customer support and ensure success with NCR Atleos services and solutions;
• Build and maintain strong relationships with key customer executives and operational teams while understanding their current and future business needs;
• Promote confidence in NCR Atleos products, lead continuous improvement initiatives, and deliver customer-specific analysis to enhance satisfaction, ensure service consistency, and maximize profitability;
• Collaborate with Sales and customers to analyze reports and identify gaps in service delivery;
• Oversee installation and product delivery, ensuring customer satisfaction;
• Document deviations from contracts or policies;
• Serve as the primary escalation point with broad service knowledge;
• Build and maintain strong customer relationships;
• Address inquiries and provide timely support for complaints and escalations;
• Coordinate with delivery teams to meet customer requirements;
• Gather data, manage internal communications, and support incident resolution;
• Resolve less complex service issues using independent judgment;
• Provide sales support throughout the sales process and contract lifecycle;
• Lead scheduled operational calls and ensure timely resolution of customer issues;
• Drive processes aligned with cross-functional goals;
• Maintain product knowledge and remove roadblocks to meet customer objectives;
• Anticipate needs using proactive tools;
• Manage escalations and diagnose broader customer impacts;
• Lead internal and customer meetings, track issues and status updates;
• Maintain strong relationships with operations teams, logistics, billing, customer care, and vendors;
• Address operational concerns across products, billing, connectivity, and security;
• Identify opportunities for continuous improvement;
• Apply critical thinking to resolve issues and root causes;
• Focus on global solutions for recurring problems;
• Escalate new business opportunities to account management.

Requirements:

• Technical/Vocational certification or bachelor's degree (or 1–3 years related experience);
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Teams);
• Strong time management and multitasking skills in a fast-paced environment;
• Ability to resolve issues with urgency;
• Flexibility to work non-standard hours;
• Effective customer-facing communication and teamwork;
• Broad knowledge of service delivery principles (ITIL, LEAN);
• Familiarity with Smartsheet, ServiceNow, Workday, SharePoint;
• Experience in SaaS, Digital Banking, ATM/ITM, or Financial Services.

Working conditions:

• Private Health Insurance;
• Employee Referral Bonus Program;
• Wellbeing Resources;
• Baby Bonus;
• Life, Accident & Disability Insurance;
• Numerous opportunities for internal career pathing and advancement;
• Discounts for employees at NCR Atleos partners.