Account Support Sr Analyst

Position Summary:
In this role, you will serve as the single point of contact for customers. You will manage all aspects of NCR Services delivery to the client, providing analysis and actions to improve customer satisfaction, service fidelity, and profitability. A thorough understanding of Services Systems, Operations, Policies, and Customer Contract Specifics is essential. You must quickly identify thenext steps in the problem-resolution process using ITIL practices and proactively identify actions for continuous improvements. This role can be a stand-alone position or part of a dedicated Customer Support Services Team.

Key Areas of Responsibility:

Client Governance, Service Delivery:

• Establish an aligned governance model with clients.
• Maintain daily, weekly, monthly, and quarterly interactions to drive service performance and engagement.
• Deliver services contract terms throughout the agreement lifecycle.
• Maintain working relationships with clients and internal organizations and collaborate with stakeholders to deliver world class customer experience
• Ensure data integrity within NCR systems.
• Ensure accurate and timely asset entitlement.
• Manage assets accurate coverage in the ES system
• Address time & material billing/disputes and ensure designated customer-specific process are followed to ease of collection and dispute management.
• Metrics to measure :
  • Accuracy of asset entitlement
  • resolve billing/ AR disputes
  • SLA compliance
  • Client KPI targets
  • Achieve CSAT and NPS Targets
  • Frequency of governance meetings 100%
  • Number of service improvements implemented (target: 1 per quarter)

Software and Hardware support (Bad actors, Chronic Units, Software Bugs and Compliance)

• Identify and improve hardware that repeatedly fails to meet quality and performance standards.
• Work on CI with customer and Internal stakeholders to isolate excessive failure rates.
• Drive Software Quality or Bugs raised by customers and ensure its deployed successfully within the agreed timelines.
• Provide general or account-specific bulletin or support to customer engineers to address service quality customer concerns.
• Identify and report quality issues.
• Work with responsible stakeholders to ensure resolution.
• Deliver software support services for specific software products covered under maintenance contracts.
• Engage fully with the software team.

Customer Contract, ProfitMargin Enhancements and Cost Reduction

• Manage NCR internal customer profit & loss to ensure account profitability.
• Look for areas or service opportunities to enhance the margins
• Plugin services leakages, which impact cost/margin/profitability
• Penalty and Concession negotiations
• Support and collaborate withbusiness teams (salesPSO/MSO/FSC)
• Engage fully in contract renewals, services contract management issues, scope of work etc..

Entitlement, AR , Billing AccuracyETB

• Customer assets are accurately mapped
• Entitlement target 95%
• Ensure timely Billing accuracy target 98%
• Manage billing disputes and AR disputes and keep them in check until resolved

SLA Penalties:

• Ensure service performance data is preserved and Reconciled
• Customer SLA data is discussed with thecustomer
• Penalties are negotiated and kept in control
• CI/VSM practices are used to identify gaps and provide solutions to customer problem

Audit and Controls:

• Identify and report Audit concerns raised by the customer.
• Work with responsible stakeholders to ensure resolution Mitigation
• Ensure NCR is compliant and controls are in place.

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