Customer Management Analyst II

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. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces® list.

Title: Customer Management Analyst II

Grade: 9

Location: Belgrade, Serbia (hybrid)

This is a customer-facing success management role in a fast-paced, dynamic environment. It requires strong multitasking, self-learning, and teamwork skills while collaborating with internal teams and external customer accounts to represent the NCR Atleos brand. The position ensures customer success with NCR Atleos services and solutions through operational, project-based tasks. 

Position Summary and Key Areas of Responsibility

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. A Customer Management Analyst II is required to work within North American time zones, ranging from the East Coast to Hawaii.

General Duties and Responsibilities

• 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

Drive and Own Resolution

• 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

Manage Cross-Functional Teams

• 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

Problem Solving

• 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

Basic Qualifications

• 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).

Preferred Qualifications:

• Familiarity with Smartsheet, ServiceNow, Workday, SharePoint
• Experience in SaaS, Digital Banking, ATM/ITM, or Financial Services

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Company Benefits:

• 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
   

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.

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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.