Client Operations Analyst

Job Summary:

Working directly with COL (Client Operations Lead) and Customers for all account needs related to recurring maintenance and support needs. Manages monthly, quarterly, semi-annual, and annual billings throughout the year, working with customers to obtain approvals for accuracy and efficiency.

Key Area of Responsibilities:

• The role of the COA is to assist the COL in the management of his/her customer. All these actions will be supervised by the COL, but the COA may be in contact with the COL team, customers, NCR services, sales, finance, T&M, Entitlement, and NCR entities to meet goals on time.
• Direct communication with the client when needed, sales and other teams to bill on time with accuracy.
• Project management; focusing on next immediate milestones throughout the year with due dates in mind to complete goals on time with accuracy.
• Are you ready for your next great adventure? As a member of team iNCRedible, you are critical to NCR's success and are encouraged to carve your own career path. As you consider internal opportunities, be sure to reference all Success Finder resources, including the Career Roadmap and Career Development Workbook. These resources have been created to guide you throughout this process.
• This position will own the key service relationship with the customer and is responsible for ensuring that the highest level of customer satisfaction is maintained, continually seeking to build and enhance enduring relationships with key customer interfaces while working to achieve a thorough understanding of their current and future service requirements.
• Position required to maintain excellent working relationships with all Field operations groups, including, but not limited to, the Field Support Centers, Field Operations Management (primarily TMs), Help desks, the Service Logistics organization, the Billing Operations Center, Customer Advocates and potentially 3rd party contractors.
• The position also requires very close working relationships with the wider NCR Customer Account team, including TS, Software support teams, Professional Services and the sales and hardware delivery teams.
• Schedules, prepares and conducts regular meetings with customers to review service quality, plan and ensure new service assumption quality, review NCR Services policies and procedures, discuss customer specific service issues, seek to uncover new service opportunities, and ensure the integrity of all account information
• The role will have P&L responsibility for the account(s) and will own ensuring all services revenue is recognized in a timely and accurate manner and any service inefficiencies and service credits are eliminated from the accounts
• Maximizing the margin on the account by eliminating all waste. This will require analysis of call volumes, areas of failure, process etc. to maximize remote resolution and minimize unnecessary CE dispatches and logistics cost
• The role will also provide support to sales in terms of identifying and qualifying new service opportunities and providing consultative assistance in service-related business.
• Promotes customer confidence in NCR and Services that will lead to long-term business agreements
• 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
• Evaluate on-going effectiveness of Parts Plan with Logistics Analyst and provide recommendation for improvement.

Basic Qualifications:

• Bachelor’s Degree
• 3+ years of related experience
• Amenability to work full onsite and on graveyard.
• Strong communication skills, oral and written; Strong problem-solving skills
• Attention to detail; Analytical skills; Ability to work independently
• Ability to prioritize workload/Self-starter
• Excellent PC/Microsoft Office skills.
• Understanding of Custom Pricing, Order Entry, Product Solutions.
• Strong Ownership Mentality and Organization skills.
• Position requires sales support and account maintenance/management skills, project management, and self-starter in order to achieve a high level of success.