Customer Management Analyst II (Belgrade)

About the role

The Customer Management Analyst II will act as the primary liaison between NCR Atleos and its clients, ensuring service contracts are executed flawlessly and customer satisfaction remains high. Based in Belgrade, the analyst will support governance, performance reporting, and continuous improvement across a portfolio of financial institution and retail customers.

Key responsibilities

• Establish and maintain a client governance model that aligns with contract terms and drives service performance.
• Build trusted advisor relationships, acting as the Voice of the Customer.
• Ensure data integrity within NCR systems and produce regular KPI reports.
• Manage entitlement processes, guaranteeing accurate asset entitlement under service contracts.
• Identify and address recurring hardware failures (Bad Actor & Chronic Units) and reduce dispatches through remote resolution.
• Provide support to Customer Engineers and coordinate with internal partners such as Support Centre, Cash, CIT, Marketing, and Transaction Processing.
• Oversee internal profit‑and‑loss reporting for assigned accounts.
• Handle accounts‑receivable invoicing and monitor SLA penalties.
• Participate in sales opportunity management and maintain spare‑parts logistics.
• Assist in identifying, reporting, and resolving quality issues and software support incidents.

Required profile

• Strong analytical mindset with experience in client governance and service delivery.
• Excellent communication skills for building long‑term client relationships.
• Ability to work cross‑functionally with internal business partners.
• Detail‑oriented approach to data integrity, reporting, and contract entitlement.

Required skills