Account Support Manager

Mô tả công việc

TITLE: Account Support Manager LOCATION: Bentonville, AR   About NCR Corporation NCR Corporation (NYSE: NCR) is a global technology company leading how the world connects, interacts and transacts with business. NCR’s assisted- and self-service solutions and comprehensive support services address the needs of retail, financial, travel, hospitality, gaming, public sector, telecom carrier and equipment organizations in more than 100 countries. NCR (www.ncr.com) is headquartered in Duluth, Georgia, USA.   POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY: • Position acts as leader/expert who mentors project team members; Has subject matter expertise in NCR’s business offerings and solutions, systems, and portions of process architecture; Provides input to others in setting the direction for future processes and infrastructure changes; Assumes full accountability for overall success of a project through deployment • Has oversight of Program Management Process from Concept Phase through Deployment • Applies analysis and independent judgment to both routine and non-routine information • Develops reporting tools for use in business management • Manages lifecycle of multiple key information solutions • Position required to provide thought leadership and technical and/or industry expertise around service delivery enabling profitable growth of their assigned customer account • Own the key service relationship with the customer, and is responsible for ensuring that WCS services are cross-sold and customer satisfaction is maintained; Position requires a high degree of skill in relationship management, analysis, and leadership to get issues resolved for the customer • Schedule and conduct regular meetings with customers to review service quality, plan and ensure new service assumption quality, review WCS policies and procedures, discuss customer-specific service issues, seek to uncover new WCS service opportunities, and ensure the integrity of all account information • Position required to continually seek to build and enhance enduring relationships with key customer interfaces while working to achieve a thorough understanding of their current and future service requirements • Assist NCR salespeople with account information gathering for the services portion of any sales motions maintenance proposals • Take active measures to identify additional customer services opportunities and engages NCR sales resources (such as Services Sales Consultants or Solution Sales Specialists) to work on proposals for this additional business • Position responsible for advising the support operations organization and is responsible for lifecycle management issues such as the identification and documentation of all account-specific service call handling procedures, escalation procedures, spare parts requirements, security procedures and any other special policies and procedures necessary to perform the services function • Position must analyze and present standard monthly service reports to the customer, provide Critical Care Call escalations and implement action plans, and monitor parts plans • Analyze Standard Reports, look for trends, and provide recommendations for operational improvements to the Field Support Organizations and /or customer; Use Six Sigma process and NCR improvement approach methodologies to drive elimination of defects and corrective action plans • Review quality of customers help desk and coordinate additional training and/or process changes if necessary • Attend vendor and customer meetings when required • May have day-to-day supervisory responsibilities for account support resources; Support accounts with complex and/or international service requirements • Daily job responsibilities may change based on customer need • Maintain and update knowledge/skills through training and development opportunities • Possible travel required based on account requirements