Customer Management Analyst II

About the role

NCR Atleos, a financial access provider with headquarters in Atlanta, is hiring a Customer Management Analyst II in Belgrade, Serbia (hybrid). This is a customer-facing success management role in a fast-paced environment, working with internal teams and external customer accounts to represent the NCR Atleos brand and ensure customer success through operational, project-based tasks. The analyst must work within North American time zones.

Key responsibilities

• Provide customer support and build strong relationships with key customer executives and operational teams
• Analyze reports with Sales to identify service delivery gaps, oversee installation and product delivery, and document contract or policy deviations
• Serve as the primary escalation point, handle complaints and escalations, and coordinate with delivery teams
• Gather data, manage internal communications, support incident resolution and drive and own resolution
• Lead scheduled operational calls, run internal and customer meetings, and track issue status
• Maintain product knowledge, anticipate needs proactively, and escalate new business opportunities to account management
• Manage escalations, diagnose broader customer impacts, and lead cross-functional teams
• Work with operations, logistics, billing, customer care and vendors on issues such as connectivity and security

Required profile

• Technical/vocational certification or bachelor's degree (or 1-3 years of related experience)
• Broad knowledge of service delivery principles (ITIL, LEAN)
• Preferred: familiarity with Smartsheet, ServiceNow, Workday, SharePoint; experience in SaaS, digital banking, ATM/ITM or financial services

Required skills

• Microsoft Office Suite (Excel, PowerPoint, Teams)
• Time management and multitasking in a fast-paced environment
• Urgent problem solving and effective customer-facing communication
• Flexibility to work non-standard hours

What we offer

• Private health insurance, life, accident and disability insurance
• Employee referral bonus program and wellbeing resources
• Baby bonus and employee discounts at partner companies
• Internal career pathing and advancement opportunities