Customer Success Specialist

About the position

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities. Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems. Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape. Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

Responsibilities

• Be one of the primary points of contact for clients and internal teams, ensuring client needs are met and their expectations exceeded.
• Drive client satisfaction, retention, and advocacy.
• Nurture client relationships through effective communication via calls and emails.
• Provide guidance to clients, both reactively and proactively, supporting their needs and business requirements.
• Address client concerns, resolve issues efficiently and effectively, and collaborate on projects with internal teams.
• Work with Account Executives to deliver Revenue and New Orders through quoting, communication to existing customers, organization of priorities for existing customers, and invoicing.
• Focus on Accounts receivable, customer support, Renewals, services to ensure timely receivables.
• Maintain customer heat map, customer org map, customer priorities, and detailed SFDC optimization.
• Develop and manage customer activities and internal teams providing vision and direction needed to execute operating plans.
• Participate in organizational design work to continuously assess program strengths, while identifying areas for improvement in client engagement process.
• Collaborate with support teams and corporate staff regarding issues and projects relevant to operational support and client experience.
• Own the internal communication with all stakeholders, ensuring effective client communications.
• Ensure curriculum and interventions are in alignment.
• Manage programmatic schedule and services to ensure the efficiency and efficacy of client progression.
• Identify and implement best practices to increase overall operational effectiveness.
• Facilitate team and interdepartmental training and meetings, to maintain precise process flow and ensure consistency of services.
• Produce reports of program status throughout the client’s life cycle.

Requirements

• Minimum of 3 years of experience in a professional setting.
• Demonstrated success in working with teams and driving results to achieve targets.
• Strong relational skills to positively communicate with people from diverse backgrounds and experiences.
• Background with operational effectiveness, including navigating ambiguity, budgeting exercises, and meeting operational objectives.
• Experience identifying, innovating, and implementing best practice techniques and interventions.
• Strong problem-solving abilities and adaptability.
• Proactive and self-motivated mindset with a passion for delivering an exceptional client experience.
• Detail oriented with ability to identify potential issues, recommend and implement resolution plans.
• Ability to multi-task; high energy; strong sense of ownership; strong sense of urgency; ability to improvise; good problem-solving skills; ability to respond in a crisis; ability to rally a team; proven leadership skills.

Nice-to-haves

• Experience in MSFT Excel, Word, PowerPoint, and CRM tools (preferably Salesforce).
• Proficiency in virtual communication tools such as MSFT Teams or Zoom.
• Thrives in a fast-paced environment that believes in accountability and continuous improvement.