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Service Account Manager

4 months ago

Mississauga, Ontario, Canada 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.

Service Account Manager

Summary

The Service Account Manager establishes and oversees all aspects of service and operational relationships for assigned customers.

The Service Account Manager manages a portfolio of customer accounts for multiple retail customers where NCR/Cardtronics ATMs are utilized, and is the single point of contact for each assigned client.

The Service Account Manager is responsible for operational customer communication and the administration of planning, execution and documentation of ATM Installs, Moves, Adds and Change (IMAC) activity and customer reporting.

The role focuses on client engagement, customer satisfaction and service excellence including identifying areas of opportunity for revenue enhancements, transaction growth or expense reduction.


Essential Functions:

  • Primary liaison between NCR/Cardtronics and the assigned retail clients including communication, problem resolution & escalation of issues on behalf of the client
  • Partner with Relationship Managers to ensure the customer expectations and requirements are met per the service contract including SLA and branding compliance
  • Perform reviews of each client portfolio to identify performance issues and work with the appropriate parties to resolve the problem
  • Prepare and present client portfolio performance review reports
  • Act as an operational lead for all client projects (i.e. replacement, expansion or new customer setup)
  • Build and maintain partnerships with internal business partners (Support Center, Armored, Cash, Marketing, etc.)
  • Billing duties include (but not limited to)
  • Review of customer billing and SLA's against contract, gathering supporting documentation for Accounting to submit invoices timely and ensure fees are accurately set up within the customer profile
  • Must be familiar with the rights and responsibilities of Cardtronics, the merchant/retailer and the brand client to ensure the contract is applied correctly
  • Perform additional duties as assigned

Supervisory Responsibility:
N/A

Travel:

  • Periodic travel may be required for customer meetings and/or training.
Required Education and Experience

  • Excellent analytical, organizational, time management and problem solving skills
  • Effective oral and written communication skills including presentation of information to clients and management
  • High School Diploma or equivalent required; Bachelor's degree preferred
  • 24 years in Account Management, Operations or Client Service
  • Ability to read and interpret contracts, profit/loss statements and invoices

Additional Eligibility Requirements:

  • Remote network access to be required when utilizing hybrid work environment, company laptop provided
  • Must be able to work in an environment requiring extensive telephone and computer work and be able to handle multiple issues simultaneously
  • Must be a selfmotivated individual with strong attention to detail
  • Must be able to express and follow the company Values, Mission, Principles and Procedures
  • Must be able to work in a fast paced environment, quickly respond and prioritize between multiple demands
LI-KG1 #LI-HYBRID

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

EEO Statement

Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity.

All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.

NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential.

We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.

Statement to Third Party Agencies

To ALL recruitment agencies:
NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.