The Customer Management Specialist requires a high degree of skill in relationship management, analysis, and leadership as a customer facing services executive position focused on building long-term partnerships with NCR clients. The role is responsible for the operational health of their customer(s) and delivery excellence across NCR Atleos. You will lead customer Quarterly Business Reviews (QBR), driving project excellence functioning as the “air traffic controller” for all delivery and operational functions and improving the Net Promoter Score (NPS). Lead the onboarding, utilization, and penetration of services/features available in subscription creating value realization for the client to ensure renewal. This role is a proven leader who will drive operational excellence across their client(s). This position requires an understanding of leadership, strategic vision, and a high level of business savvy.
Key Areas of Responsibility
- Own the key delivery execution relationship with the customer from order through fulfillment and is responsible for ensuring all products and services that are cross sold are delivered to maintain customer satisfaction.
- Build strong relationships with customer leadership, NCR Atleos Sales & Account teams, NCR Atleos manufacturing & supply chain leadership, services and professional services teams.
- Manage lifecycle of multiple key information solutions and provide thought leadership and technical and/or industry expertise around delivery enabling profitable growth for assigned customer accounts.
- 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 Atleos 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.
- Monitor and analyze k