Customer Success Analyst

Requirements

• Minimum of BA/BS or relevant experience in analytical/customer services role.
• Proficient English Level (both verbal and written).
• Needs to be available for all US Time Zones to coordinate with Customers and Account team. May need to adjust as account responsibilities dictate.
• Excellent communication skillset to interface directly with external customers and internal NCRA parties. Analytical and/or technical experience, preferably within NCRA Services.
• General computer skills required; Microsoft Word/Excel proficiency
• Specific skills & proficiency level:
• Ability to work in a fast-paced environment and multi-task. Good time management and organizational skills
• Ability to identify and resolve issues with a sense of urgency
• Knowledge of PowerBI queries, Oracle systems, NCDM, MACC, Invoice Engine and other applicable systems
• Detail oriented
• Willing to work non-standard business hours as required by customers
• Works well under pressure
• Team player - ability to work with colleagues in multiple locations
• 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
• Statement to Third Party Agencies
• To ALL recruitment agencies: NCR Atleos

Benefits

Additional Information

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. TITLE: Account Support Analyst GRADE: 8 LOCATION: Belgrade POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY: Account Support Analyst is responsible for serving as a point of contact for client interactions providing customer specific analysis, leading to improved service fidelity and customer profitability. This position is responsible for Customer Escalation Management, AR/LOAR, Customer Business Reviews, Internal NCRA Stakeholder Management and Generating Reports on Customer Performance. Specifically, position maintains working relationships with all client operation and service delivery teams. Position requires a thorough understanding NCRA systems, operations and policies, and customer contract specifics that are used to resolve customer problems. Works cross-functionally to help clients continue to achieve superior operational performance. Responsibilities include: - Assisting and working alongside Customer Services Director, Executive Service Managers and Senior Service Analysts - Reading, understanding and interpreting contractual agreements between NCRA and our clients; Ensuring contractual terms and conditions are executed in account lifecycle - Revenue Assurance - ensuring customers are billing correctly and timely, enhancing customer satisfaction with the overall process - Entitlement Accuracy - assuring all items for a customer are properly coded and receiving proper coverage for covered items in lifecycle - Preparing standard and custom reports and ensuring SLA and other metrics are presented accurately, Communicating specific SLA (Service Level Agreement) requirements to specific locations. - Ability to resolve customer issues and/or escalate issues to process or tool owners - Ensuring customer data integrity for service delivery, billing and reporting. - Ability to quickly determine next steps in problem resolution process, involving the necessary internal parties and timely updating the customer on the progress. - Managing client expectations and service requirements. - Attending vendor and customer meetings when required. - Ensure that the customer uses the proper primary escalation contacts/processes within Services - Works with customer help desks on specialized activities when normal NCR processes are failing - Other job-related duties as assigned.

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