Customer Service Manager

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.

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
- Drive Reporting, Reasoning and Mitigation of Performance Metrics
- Drive Reporting, Reasoning and Mitigation of Bad Actors/Outliers
- Leads Customer Recovery / Get Well Plans

Entitlement & Billing

CSM is accountable for ensuring that all entitlements a Customer is entitled to under their Service Contract are delivered. Accurate and timely asset entitlement is paramount.
- Entitlement:
Responsible for ensuring data integrity within contract and all service management systems. e.g. CSM 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).

CSM undertakes monthly/quarterly data integrity pulse checks to ensure smooth service delivery & SLA achievement.
- Billing:
CSM 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: e.g. SLA improvement and get-well programs

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 pre-acceptor, 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 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 own governance with all functions delivering on the post survey Get Well programs.

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/CSM 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 contract:
COL/CSM works rigorously to identify scope creep and works with TAMBA team to validate and ensure no missed opportunities from out-of-scope work go unbilled.

COL/CSM ensures ad-hoc opportunities are included in the final T&M billing prior to submitting to customer.
- Deal OQR participation with focus on SLA, penalties and profitability.
- Operational Review participation (preliminary to Bid Review), for assessment capabilities and scope. Provide input to Bid Approval Notes including raising Red Flag if SLA commitments cannot be delivered (or high risk/penalty).
- Statement of Work input to Solution Architect and Pricing Team
- Manages Services Contract Renewals and Contract Mgmt. issues and where required leverage sales and services sales team for contract negotiations.

Customer Services Profit & Loss (CP&L)

NCR internal customer services profit & loss management of account profitability as compared to approved bid P&L
- Steward of the CP&L services profitability trend
- Flagging negative cost trends in high FV customers
- Leading GM recov