Customer Sucess Analyst

Customer Success Analyst

Location and Work style: Candidates located within 50 miles of a company office (Midtown Atlanta ,GA are required to work in a hybrid model (in office M/Tu/W/Th). For those residing beyond this range, we are open to hiring virtual candidates.

Position Summary & Key Areas of Responsibility

The Customer Success Analyst (CSA) as part of the Center of Excellence for Order Processing Quality (OPQ) works closely with many internal cross functional teams. The CSA builds operational internal relationships with a goal of ensuring that the needs of the customer are met with success and a high level of satisfaction. The CSA drives a proactive workflow process for order accuracy with each Financial Banking order booked to identify processing issues or inaccuracies which could result in customer pain during entitlement of service, onboarding, implementation, or invoicing. This includes taking ownership for improvement of operational processes or gaps and any roadblocks encountered.

Core skills include: Partnering with internal teams such as Sales, Sales Operations, Inside Sales and Contract Management in addressing operational process issues. A working knowledge of NCR products and solutions is necessary to confidently check a customer’s order for accuracy. You will touch a myriad of order types that come in with different levels of complexity and must be able to identify issues for the fastest resolution to ensure customer satisfaction.

General Duties and Responsibilities:

Drive and Own Resolution

• Works proactively to identify order issues and moves to resolve before they surface as issues for the customer.
• Maintains order accuracy checklist and order review/discovery tracker for assigned cases through common tool
• Provides feedback for internal functional areas as process gaps are discovered which could impact customer satisfaction.
• Passion for working on behalf of customers and ensuring their happiness.
• Ability to work independently and problem solve.
• Robust sense of accountability: sound personal judgment, capacity to handle confidential information appropriately, effectively escalate issues.
• Great organizational skills and attention to detail as well as the ability to prioritize multiple tasks simultaneously without sacrificing quality of work.
• Strong interpersonal ability to effectively communicate (both written and verbally)

Cross-Functional Teams

• Attend regular cadence meetings needed to bring multiple, cross functional issues to resolution.
• Programmatically work with functional teams to improve process and/or tools.
• Ensure NCR teams stay accountable and that follow up is swift and complete.
• Awareness of potential issues and act before they become a problem.
• Continued partnership with the Customer Success team to improve processes and tracking mechanisms across all segments of the business.

Problem Solving

• Identify areas of opportunity where continuous improvement can be applied.
• Apply critical thinking skills; utilize appropriate resources within the company to solve issues, identify root cause and carry to resolution.
• Manage issues with a focus on global impact (solve once for many).

General Knowledge, Skills and Attributes

• Possess an understanding of banking customer’s business needs
• Advocate for the customer within NCR – understanding and balancing needs of customer with the goals/direction of NCR.
• Build strong internal collaboration – continually building strong relationships with internal partners (Sales, Sales Support, fellow COE’s in Customer Success).
• Convey deep customer empathy both internally and externally

BASIC QUALIFICATIONS:

• Bachelor’s Degree or equivalent work experience
• 3-5 years of related experience
• Excellent interpersonal skills; professional communication skills
• Highly motivated with the ability to learn quickly and work with a variety of individuals in both team and self-directed environments
• Effective communication skills, both written and verbal.
• Detail oriented with ability to identify potential issues, recommend, and implement resolution plans.
• Ability to work independently, problem solve & be a great contributor in team environments.
• Strong analytical skills with attention to detail and accuracy.
• Solid proficiency in Microsoft Office applications. Advances experience in Smartsheets and/or Excel
• Knowledge in Gainsight and Salesforce

PREFERRED QUALIFICATIONS:

• Bachelor’s Degree and at least 3 years of experience in Customer Success, Account Management, or Business Development.
• Experience in working with complex, multi-divisional, multi-geographical teams.
• Passion for excellence.
• Great organizational skills as well as the ability to prioritize multiple tasks simultaneously without sacrificing quality of work.
• Strong interpersonal ability to effectively communicate technical information (both written and verbally).