Customer Management Team Leader

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.
ESSENTIAL RESPONSIBILITIES:
Interfaces with Sales Account Executives and customers utilizing deep analyses and historical reports identifying process and system gaps in service deliveries. Partner with Account Executives to ensure the customer expectations and requirements are met per the service contract including SLA and branding compliance.
Participate in contract renewal negotiations directly with the customer for non-targeted contracts, including proper documentation, approvals and data. Prepare and present client portfolio performance review reports.
Applies Project Management skills to support business and customer objectives, ensuring deliveries are deployed without incident to the customers environment.
Build and maintain partnerships with internal business partners (Support Center, Armored, Cash, Marketing, etc.).
Billing duties may include (but not limited to) review of customer billing and SLAs against contract, gathering supporting documentation for accounting to submit invoices timely and ensure fees are accurately set up within the customer profile.
Interfaces with customers regarding the installation/product delivery activity and ensure that installation/delivery is completed to the customer’s satisfaction. Possesses leadership and collaboration skills with an ability to communicate across the organization and with external stakeholders.
Act as the customer escalation/contact point with a broad knowledge of services being provided to the customer(s).
Build and maintain customer relationships across operational delivery lines.
SUPERVISORY RESPONSIBILITIES:
Foster collaboration within our team, internally across the organization, and externally with our clients.
Review and resolve escalated issues for your customers, internal partners and account management team.
Become an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization.
​EDUCATION, EXPERIENCE and/or REQUIREMENTS:
Excellent analytical, organizational, time management and problem-solving skills
Fluent English oral and written communication skills including presentation of information to clients and management.
Bachelor’s degree preferred.
5-8 years in Account Management, Operations or Client Service.
Ability to read and interpret contracts, profit/loss statements and invoices.
Proficient in Microsoft Office applications with advanced Excel capabilities.
Good customer rapport, demonstrates empathy and able to instill confidence.
People management skills with a desire and ability to lead a team of account managers.
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.