Customer Success Analyst II
NCR Atleos, Belgrade

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. NCR Atleos was ranked #12 in Newsweek's prestigious 2025 Top 100 Global Most Loved Workplaces® list.

Responsibilities:

🌸Provide customer support and ensure success with NCR Atleos services and solutions;
🌸Build and maintain strong relationships with key customer executives and operational teams while understanding their current and future business needs;
🌸Promote confidence in NCR Atleos products, lead continuous improvement initiatives, and deliver customer-specific analysis to enhance satisfaction, ensure service consistency, and maximize profitability;
🌸Collaborate with Sales and customers to analyze reports and identify gaps in service delivery;
🌸Oversee installation and product delivery, ensuring customer satisfaction;
🌸Document deviations from contracts or policies;
🌸Serve as the primary escalation point with broad service knowledge;
🌸Build and maintain strong customer relationships;
🌸Address inquiries and provide timely support for complaints and escalations;
🌸Coordinate with delivery teams to meet customer requirements;
🌸Gather data, manage internal communications, and support incident resolution;
🌸Resolve less complex service issues using independent judgment;
🌸Provide sales support throughout the sales process and contract lifecycle;
🌸Lead scheduled operational calls and ensure timely resolution of customer issues;
🌸Drive processes aligned with cross-functional goals;
🌸Maintain product knowledge and remove roadblocks to meet customer objectives;
🌸Anticipate needs using proactive tools;
🌸Manage escalations and diagnose broader customer impacts;
🌸Lead internal and customer meetings, track issues and status updates;
🌸Maintain strong relationships with operations teams, logistics, billing, customer care, and vendors;
🌸Address operational concerns across products, billing, connectivity, and security;
🌸Identify opportunities for continuous improvement;
🌸Apply critical thinking to resolve issues and root causes;
🌸Focus on global solutions for recurring problems;
🌸Escalate new business opportunities to account management.

Requirements:

💦Technical/Vocational certification or bachelor's degree (or 1–3 years related experience);
💦Proficiency in Microsoft Office Suite (Excel, PowerPoint, Teams);
💦Strong time management and multitasking skills in a fast-paced environment;
💦Ability to resolve issues with urgency;
💦Flexibility to work non-standard hours;
💦Effective customer-facing communication and teamwork;
💦Broad knowledge of service delivery principles (ITIL, LEAN);
💦Familiarity with Smartsheet, ServiceNow, Workday, SharePoint;
💦Experience in SaaS, Digital Banking, ATM/ITM, or Financial Services.

Working conditions:

☘️Private Health Insurance;
☘️Employee Referral Bonus Program;
☘️Wellbeing Resources;
☘️Baby Bonus;
☘️Life, Accident & Disability Insurance;
☘️Numerous opportunities for internal career pathing and advancement;
☘️Discounts for employees at NCR Atleos partners.

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