Customer Success Specialist

About the position

As a Customer Success Specialist at NCR VOYIX, you will be one of the primary points of contact for our clients and internal teams, ensuring client needs are met and their expectations exceeded. You will play a critical role in driving client satisfaction, retention, and advocacy. Nurturing client relationships through effective communication via calls and emails is essential. You will provide guidance to clients, both reactively and proactively, supporting their needs and business requirements. Show agility and quick thinking to address client concerns, resolve issues efficiently and effectively, and collaborate on projects with internal teams to deliver positive client outcomes. Deep customer empathy is a very important characteristic when working with our customers. We need to address a myriad of questions that come to us with different levels of complexity from both customers and internal sources and must be able to drive for the fastest resolution to ensure our customers' happiness.

Responsibilities

• 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.
• Experience in MSFT Excel, Word, PowerPoint, and CRM tools (preferably Salesforce).
• Strong problem-solving abilities and adaptability.
• Proactive and self-motivated mindset with a passion for delivering an exceptional client experience.
• Proficiency in virtual communication tools such as MSFT Teams or Zoom.
• Thrives in a fast-paced environment that believes in accountability and continuous improvement.
• 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.