Customer Success Analyst

About the role

NCR Atleos, a global leader in expanding financial access, is hiring a Customer Success Analyst (Grade 8) in Belgrade, Serbia, on a hybrid basis. The analyst acts as a point of contact for client interactions, providing customer-specific analysis that improves service quality and customer profitability. The role covers customer escalation management, database and configuration management, and generating reports on customer performance.

Key responsibilities

• Maintain working relationships with client operations and service delivery teams, resolving customer problems using knowledge of ACS systems, operations, policies and customer contracts.
• Work alongside Executive Service Managers and Senior Service Analysts.
• Prepare standard reports and ensure SLAs and other metrics are accurate, and keep customer data accurate for service delivery, billing and reporting.
• Determine the next steps in problem resolution, involve the right internal parties and update customers promptly.
• Manage client expectations, communicate SLA requirements to specific locations, attend vendor and customer meetings when needed, and ensure customers use the correct escalation contacts and processes.
• Work with customer help desks on specialized activities when normal NCR processes fail.

Required profile

• University degree or 1 year of experience in an analytical or customer services role.
• Proficient English, spoken and written, and excellent communication skills with external customers and internal NCR colleagues.
• Availability for all US time zones to coordinate with customers and the account team.
• Ability to work in a fast-paced environment, handle multiple tasks, meet urgent deadlines and work under pressure.
• Willingness to work non-standard hours when required by customers.

Required skills

• Basic computer skills and Microsoft Word/Excel proficiency.
• Analytical or technical experience, preferably within NCR Services.
• Preferably knowledge of Salesforce, SAP EDW, Oracle, NCDM, MACC, Invoice Engine and similar systems.

What we offer

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