Customer Success Manager

4 weeks ago

กรงเทพมหานคร, Thailand NCR Full time

About NCR

NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Customer Success Management

COL is the "Chief Operating Officer" for managing the operational health of our customers. We are the voice of the customer in the NCR organization and we are the single-point-of-contact for all customer escalations end-to-end. COL collaborates with all internal stakeholders to execute on time and in budget holding internal parties accountable to deliver a best-in-class experience.

Customer health includes maintenance services, PS/TS, SWM, HW Delivery. Does not include Sales activity however the COL will play a consultative role.

The CSM is a proven leader who will drive operational excellence functioning as the “air traffic controller” for all delivery and operational functions increasing E2E customer satisfaction and improving the Net Promoter Score (NPS).

& KEY AREAS OF RESPONSIBILITY:

- Client Governance - Top priority is customer satisfaction. Establish an aligned governance model with your client(s). Cadence drives service performance, engagement, and ongoing improvements. Daily interactions, delivering on services contract terms during the lifecycle of the agreement.
- Governance Model
- Frequency: Daily/Wkly/Mthly/Qtrly
- Customer facing relationship management, cultivates the long-term customer health and service delivery excellence
- Content:

- Monitors HW/SW/MS/TS/As a Service implementation and lifecycle
- Reporting, Reasoning and Mitigation of Performance Metrics
- Reporting, Reasoning and Mitigation of Bad Actors/Outliers
- Holds accountable and drives to resolution escalated customer
recovery / get-well plans
- Entitlement & Billing
Entitlement is what a customer is entitled to under the service contract. Accurate and timely asset entitlement is paramount.

Entitlement:

- Responsible for ensuring data integrity within contract and all service management systems.
E.g. COL will work with BOC for estate changes ensuring changes are raised on SOM for BOC to process (serial numbers, branch site addresses, SLAs, inclusions/exclusions).
- COL undertakes monthly/quarterly data integrity pulse checks to ensure smooth service delivery & SLA achievement.

Billing:

- COL ensures billing amounts are agreed with the customer before requesting the BOC to raise customer invoice. Ensures accurate POs are raised minimizing customer rejection and avoids disruption to free cash flow.
- Change Mgmt. (e.g. New report requests, commercial requests, new service requests, additional coverage requests, SLA upgrades, IM Business Rules etc.)
- Continuous Improvement (CI): lead with CI initiatives to incrementally improve customer service and experience.
- Reactive CI: Get-well programs, e.g. SLA improvement, including Outliers, Revisits and cancel call volume.
- Proactive CI: e.g. cross-functionally driving new innovation, improving consumer experience and brand value, driving new Engineering (HW/SW) upgrades / repairs (blue cups, GBxx2 enhanced escrow and preacceptor, enhanced precision diagnostics), MS automatic alerts, Event hunter, customized chronic tickets
- Compliance - all contractual requirements are met. Schemes rules, BCP/DR, EPP/HDD insurance certificates, Information security audits.
- Customer SAT and NPS Success
- COL drives survey inspection to ensure better accuracy and integrity on Salesforce by establishing a tight governance with all participating business units.
- COL leads and partners to improve a balanced representation of key decision makers and operational contacts are surveyed.
- COL leads and partners with Sales to drive pre and post survey engagement / follow-up with all participating contacts.
- COL owns governance with all functions discussing and improving NPS score.
- COL owns governance and partnering with all functions to develop, communicate and execute the Post-Survey get-well plans.

Note: Sales Team owns the accuracy of the Salesforce account contact details and ultimately responsible for account NPS results.
- Sales & Opportunity Mgmt. - Opportunity Management is a strategic process that supports, tracks, and manages the execution of a sales process in pursuit of closing a sale. Understand the process and be fully engaged with Sales.
- Partners with Services Sales and Inside Sales to identify and generate new revenue leads from customer insight.
- In established and high trust customer relationships COL can act as covert sales generating leads for Sales and Inside Sales, Examples - environmental cleaning, lighting of ATMs, fraud prevention devices, cassette replacements, cassette security enhancements, improved security services such as Windows Password Management, small TS projects.
- Maximizing T&M revenue; in adherence to the cont

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