Customer Management Analyst

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.

Division: Financial Services Customer Operations Team

Title: Customer Management Analyst

Grade: 8

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 is required to work within North American time zones, ranging from the East Coast to Hawaii.

General Duties and Responsibilities:

• Understand systems, operations, policies, and customer contracts to resolve issues
• Document resolution steps to support process improvement and automation
• Coordinate activities for product/service issue resolution
• Identify and report Out-of-Scope services
• Prepare and attend vendor/customer meetings as needed
• Isolate problems and execute resolution plans
• Log issues, assign owners, and track progress to closure
• Maintain skills through ongoing training

Drive and Own Resolution

• Lead proactive operational calls and own items through resolution
• Manage roadblocks and escalate issues impacting customers
• Anticipate needs using proactive tools to influence customer behavior
• Facilitate escalations and diagnose broader impacts

Manage Cross-Functional Teams

• Lead internal meetings; maintain issue lists and status updates
• Build relationships with operations teams, logistics, billing, customer care, and vendors
• Run customer operations meetings and manage operational needs
• Handle direct calls on operational concerns (billing, connectivity, security, etc.)

Problem Solving

• Identify opportunities for continuous improvement
• Apply critical thinking to resolve issues and root causes
• Solve with global impact (fix once for many)
• Escalate new business opportunities to account management

Basic Qualifications

• Bachelor’s degree or 1-year equivalent experience
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Teams)
• Strong time management and multitasking skills
• Ability to resolve issues with urgency
• Flexibility for non-standard business hours
• Effective customer-facing communication
• Collaborative team player

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.