Client Services Manager

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Title:  Client Services Manager Location:  Alpharetta, GA   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: The Client Services Manager has several primary areas of focus: Service fulfillment and billing accuracy, client satisfaction, and change management.   The person in this position is a member of a larger project and deployment team and is responsible for all post-implementation client satisfaction. Specific product and service area of focus is NCR Aloha Quick Service and Table Service products, such as Point of Sale, Configuration Center, NCR Back Office/MenuLink, Insight, and other hosted solutions.   The Client Services Manager serves as a single point of contact for all Franchise/Brand client interactions and is responsible for the following during the life cycle of the client relationship: •             Ensures all contracted services are coordinated and delivered. •             Manages client expectations about policies and procedures. •             Manages compliancy with service level agreements. •             Ensures accurate billing and invoicing for recurring services, such as software support, software maintenance, and hardware support. •             Manages client inquiries around billing and invoicing. •             Manages and maintains sales and/or cost forecast details, as they pertain to designated clients. •             Ensures support and issue resolution, across all functional areas. •             Serves as the liaison between the client and all internal service groups, such as Help Desks, Service Partners, and Business Center Teams. •             Prioritizes client needs and transitions from standard-daily to urgent-action-required tasks, and back again, with ease. •             Proactively communicates with clients. •             Maintains client communication templates, both verbal and written. •             Attends regularly scheduled client calls. •             Other job related duties, as assigned.     The Client Services Manager serves as a point of contact and change agent within internal teams. •             Manages service, policy, and process expectations within the larger project and deployment team. •             Ensures internal teams are prepared to meet contracted service levels. •             Works cross-functionally to improve and streamline policies and procedures. •             Maintains documented processes and templates. •             Provides client specific feedback to improve processes and support service level agreement compliance. •             Manages or coordinates special projects, such as software patch implementation and equipment upgrades. •             Other job related duties, as assigned.