Customer Management Analyst

About the role

NCR Atleos, a financial access provider with headquarters in Atlanta, is hiring a Customer Management Analyst (Grade 8) in Belgrade, Serbia, working in a hybrid setting. This is a customer-facing success management role in a fast-paced environment, requiring strong multitasking, self-learning and teamwork skills. The analyst represents the NCR Atleos brand with internal teams and external customer accounts, ensuring customer success through operational, project-based tasks. The role works within North American time zones.

Key responsibilities

• Provide customer support and build strong relationships with key customer executives and operational teams, understanding their current and future needs
• Promote confidence in NCR Atleos products, lead continuous improvement initiatives and deliver customer-specific analysis to improve satisfaction, service consistency and profitability
• Resolve issues by understanding systems, operations, policies and customer contracts, documenting resolution steps and coordinating resolution activities
• Identify and report out-of-scope services, isolate problems, run resolution plans and log issues with assigned owners tracked to closure
• Prepare for and attend vendor and customer meetings, handle direct calls on operational concerns such as billing, connectivity and security, and facilitate escalations
• Lead proactive operational calls, manage cross-functional teams, run customer operations meetings and escalate new business opportunities to account management

Required profile

• Bachelor's degree or 1 year of equivalent experience
• Strong time management and multitasking skills, with the ability to resolve issues with urgency
• Flexibility for non-standard business hours and effective customer-facing communication
• Preferred: familiarity with Smartsheet, ServiceNow, Workday and SharePoint; experience in SaaS, digital banking, ATM/ITM or financial services

Required skills

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Teams)
• Preferred: Smartsheet, ServiceNow, Workday, SharePoint

What we offer

• Private health insurance, life, accident and disability insurance
• Employee referral bonus program and wellbeing resources
• Baby bonus and discounts for employees at NCR Atleos partners
• Internal career pathing and advancement opportunities