Customer Relationship Manager

About NCR VOYIX NCR Voyix Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail and restaurant industries. NCR Voyix transforms retail stores and restaurant systems with comprehensive, platform-led SaaS and services capabilities. NCR Voyix is headquartered in Atlanta, Georgia, with customers in more than 35 countries across the globe. TITLE: Customer Relationship Manager LOCATION: Buenos Aires, Argentina GRADE: 12 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 Relationship Manager role can be a stand-alone role or part of a dedicated Customer Relationship Team: POSITION SUMMARY & 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 ModelFrequency: Daily/Wkly/Mthly/QtrlyContent:HDW/SW/MS/ProjectsPerformance MetricsBad Actors/OutliersMarket PerformanceEntitlement/BillingChange 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 & TrainingProfiles and passwordsWorkorder ESC/MonitoringConnection 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 resultsOutlier Mgmt – aged WorkorderClient KPIsField Retrofit Order (FRO)  Entitlement – Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.Endpoints registrationProper coverage in delivery systemTime & Material billing/disputes Bad Actor & Chronic Units - Hardware that repeatedly fails to meet standards of quality and performance.Revisit identification/improvementsRetrips isolation working with FieldExcessive failure rates of units Dispatch Avoidance - Eliminate dispatches through remote resolve, CIT, First Time Fix dispatch business rule tuning improvements.Actions to eliminate workordersDispatch rule changesCIT avoidance workorders Customer Engineer Support - Provide general and or account specific support to the customer engineer.Environmental (electrical, CIT)HDW/SWSite prep/clearanceSite access, safety issueAccount procedures  Customer Profit & Loss - NCR internal customer profit & loss management of account profitability.Steward of the CP&L planCost containment/improvements AR Invoices - Accounts receivable are legal claims for payment collected within contract terms.Billing disputesConcession approvals SLA Penalties - Penalties assessed if SLA is breached.Penalty reconciliationPenalty avoidance Call Pack - Prepaid purchase of qty. of FLM calls per month, defined as service actions necessary to clear jams without the use of a tool and in 30 minutes or less. Monthly workorder mitigationOver/under reportingRight size call pack (WO usage) Sales & Opportunity Mgmt - Opportunity Management is a strategic process that supports, tracks and manages the execution of a sales process in pursuit of closing a sale. Understand the process and be fully engaged.Contract RenewalsServices Contract Mgmt IssuesStatement of Work/pricingBid Reviews Parts & Logistics - Spare Parts Logistics consists of national, local or customer engineer trunk stock required to support the field. Understand the process and be proactive in ensuring parts are in the right place, right time working with Logistics.Parts AvailabilityParts QualityAssumption of Service Quality Issues - Understand and be fully engaged. Assist with identifying and reporting quality issues. Work with responsible owners to ensure resolution.HardwareSoftwareParts Software Support - Software support services delivered for specific software products covered under software maintenance contract. Understand the process and be fully engaged with the software team.SW patchesSW code errorsSW testing issuesSW setup issues  QUALIFICATIONS AND EDUCATION REQUIREMENTS: Technical/Vocational certification or High School diploma or, 3-6 years of related experience Detailed oriented, analytical and/or technical experience, preferably within NCR Services Demonstrated proficiencies with Microsoft Office Suite software, excellent in Microsoft Excel and Power Point Excellent written and verbal communications skills Ability to work in a fast-paced environment. multi-task, time management and organizational skills Ability to identify and resolve issues with a sense of urgency Ability to work as part of a team or independently Willing to work non-standard business hours as required by customers Leadership experience PREFERRED SKILLS: Experience in the various NCR Lines of Businesses Experience of working in a managed services or outsourcing environment Solid understanding of field service delivery programs and processes. Knowledge of Oracle Field Service structure preferred Knowledge of Data Viz Tools as Tableau, qview, Microstrategy, Power BI Knowledge of SQL Knowledge of python for analysis Offers of employment are conditional upon passage of screening criteria applicable to the job