Customer Success Manager - Massy, France - NCR

NCR

Entreprise vérifiée

Massy, France

il y a 3 semaines

Posté par:

Sophie Dupont

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Description

TITLE:
Customer Operational Leader, Banking Customer Operations

LOCATION:
Massy - France

GRADE:
11

Customer Success Manger (CSM)

The Customer Operational Leaders requires a high degree of skill in relationship management, analysis, and leadership as a customer facing services manager position focused on building long-term partnerships with NCR clients.

The Customer Success Manager (CSM) is responsible for the operational health of their customer(s) and delivery excellence across NCR.

You will lead customer monthly operational Reviews (QBR), driving project excellence functioning as the "air traffic controller" for all delivery and operational functions and improving the Net Promoter Score (NPS).

The CSM is a proven leader who will drive operational excellence across their client(s).

We are looking for an operations expert who consistently has their finger on the pulse of our day-to-day tactical operations.

They are process oriented, ensure adherence to procedures, and can expertly navigate operational challenges.

In this role, delivering a "One NCR" approach is about giving customers a single NCR point of contact managing all aspects of NCR operational, execution and delivery across all functions of NCR to create a "One NCR" delivery experience driving the NCR operational health of our customers.

The position is required to continually seek to build and enhance enduring relationships with customer while working to achieve a thorough understanding of their current and future business requirements; Required to promote customer confidence in the product and its Solutions.

You will create, manage and develop and drive continuous improvements, providing customer-specific analysis leading to improved customer satisfaction, delivery fidelity and customer profitability.

In this role, One NCR is about giving customers one NCR point of contact from the time they report an incident until it's resolved, managing all aspects of NCR Services delivery to the client.

Providing analysis and actions leading to improved customer satisfaction, improved service fidelity and profitability.

You must have a thorough understanding of Services Systems, Operations, Policies, and Customer Contract Specifics that are used to resolve customer situations.

Must be able to quickly identify next steps in the problem resolution process leveraging ITIL practices. Actively assess the customers environment and proactively identify actions for continuous improvements. Customer Success Manager role can be a stand-alone role or part of a dedicated Customer Support Services Team.

& 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 services contract terms during the lifecycle of the agreement.
Governance Model
Frequency: Daily/Wkly/Mthly/Qtrly
Content:
HDW/SW/MS/Projects
Performance Metrics
Bad Actors/Outliers
Market Performance
Entitlement/Billing
Change Mgmt

MyNCR Portal

MyNCR is NCR's customer portal that gives customers access to create workorders. Client training to ensure they can create, escalate and update workorders and view invoices.
Customer set up & Training
Profiles and passwords
Workorder ESC/Monitoring
Connection issues
Service Performance Delivery of KPIs
Ensure data integrity within the NCR systems. Performs reporting and prioritizes, maintains working relationships with client and internal organizations.
SLA performance results
Outlier Mgmt aged Workorder
Client KPIs
Field Retrofit Order (FRO)

Entitlement

Entitlement
is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.

Endpoints registration
Proper coverage in delivery system
Time & Material billing/disputes
Bad Actor & Chronic Units
Hardware that repeatedly fails to meet standards of quality and performance.
Revisit identification/improvements
Retrips isolation working with Field
Excessive failure rates of units

Dispatch Avoidance

Eliminate dispatches through remote resolve, CIT, First Time Fix dispatch business rule tuning improvements.
Actions to eliminate workorders
Dispatch rule changes
CIT avoidance workorders

Customer Engineer Support