NCR Account Support Sr. Analyst in Oklahoma, Missouri

About NCRNCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Atlanta, Georgia, with nearly 30,000 employees and does business in 180 countries.

TITLE: Account Support Sr. Analyst

LOCATION: Oklahoma, Virtual; Missouri, Virtual; Kansas, Virtual; Nebraska, Virtual

GRADE:11

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

  • Position acts as leader/expert who mentors project team members

  • Applies analysis and independent judgment to both routine and non-routine information

  • Develops reporting tools for use in business management

  • Manages lifecycle of multiple key information solutions

  • Position required to provide thought leadership and technical and/or industry expertise around service delivery enabling profitable growth of their assigned customer account

  • Own the key service relationship with the customer, and is responsible for ensuring that WCS services are cross-sold and customer satisfaction is maintained; Position requires a high degree of skill in relationship management, analysis, and leadership to get issues resolved for the customer life cycle maintenance

  • Schedule and conduct regular meetings with customers to review service quality, plan and ensure new service assumption quality, review WCS policies and procedures, discuss customer-specific service issues, seek to uncover new WCS service opportunities, and ensure the integrity of all account information

  • Position required to continually seek to build and enhance enduring relationships with key customer interfaces while working to achieve a thorough understanding of their current and future service requirements

  • Assist NCR salespeople with account information gathering for the services portion of any sales motions maintenance proposals

  • Take active measures to identify additional customer services opportunities and engages NCR sales resources (such as Services Sales Consultants or Solution Sales Specialists) to work on proposals for this additional business

  • Position responsible for advising the support operations organization and is responsible for lifecycle management issues such as the identification and documentation of all account-specific service call handling procedures, escalation procedures, spare parts requirements, security procedures and any other special policies and procedures necessary to perform the services function

  • Position must analyze and present standard monthly service reports to the customer, provide Critical Care Call escalations and implement action plans, and monitor parts plans

  • Analyze Standard Reports, look for trends, and provide recommendations for operational improvements to the Field Support Organizations and /or customer; Use Six Sigma process and NCR improvement approach methodologies to drive elimination of defects and corrective action plans

  • Review quality of customers help desk and coordinate additional training and/or process changes if necessary

  • Attend vendor and customer meetings when required

  • May have day-to-day supervisory responsibilities for account support resources; Support accounts with complex and/or international service requirements

  • Daily job responsibilities may change based on customer need

  • Maintain and update knowledge/skills through training and development opportunities

  • Possible travel required based on account requirements

BASIC QUALIFICATIONS:

Bachelor’s Degree

8+ years of related experience

Demonstrated proficiencies in Microsoft Office Suite software

PREFERRED QUALIFICATIONS:

Master’s Degree in a related field

EEO StatementIntegrated into our shared values is NCR’s commitment to diversity. 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. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.Statement to Third Party AgenciesTo 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.

We are NCR. We power incredible experiences that make life easier. We're changing the way you bank, shop, eat and travel, enabling nearly 700 million transactions daily. How do we do it all? With iNCRedible people like you. A career here means embracing our culture and shared values, always seeking new adventures, and carving your own path. We've been around for more than 130 years and we're just getting started. Join us as we build the future of omnichannel experiences, and have fun doing it!