About NCR Atleos
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces® list.
Title: Customer Management Analyst II
Grade: 9
Location: Belgrade, Serbia (hybrid)
This is a customer-facing success management role in a fast-paced, dynamic environment. It requires strong multitasking, self-learning, and teamwork skills while collaborating with internal teams and external customer accounts to represent the NCR Atleos brand. The position ensures customer success with NCR Atleos services and solutions through operational, project-based tasks.
Position Summary and Key Areas of Responsibility
Provide customer support and ensure success with NCR Atleos services and solutions. Build and maintain strong relationships with key customer executives and operational teams while understanding their current and future business needs. Promote confidence in NCR Atleos products, lead continuous improvement initiatives, and deliver customer-specific analysis to enhance satisfaction, ensure service consistency, and maximize profitability. A Customer Management Analyst II is required to work within North American time zones, ranging from the East Coast to Hawaii.
General Duties and Responsibilities
Collaborate with Sales and customers to analyze reports and identify gaps in service delivery
Oversee installation and product delivery, ensuring customer satisfaction
Document deviations from contracts or policies
Serve as the primary escalation point with broad service knowledge
Build and maintain strong customer relationships
Address inquiries and provide timely support for complaints and escalations
Coordinate with delivery teams to meet customer requirements
Gather data, manage internal communications, and support incident resolution
Resolve less complex service issues using independent judgment
Provide sales support throughout the sales process and contract lifecycle
Drive and Own Resolution
Lead scheduled operational calls and ensure timely resolution of customer issues
Drive processes aligned with cross-functional goals
Maintain product knowledge and remove roadblocks to meet customer objectives
Anticipate needs using proactive tools
Manage escalations and diagnose broader customer impacts
Manage Cross-Functional Teams
Lead internal and customer meetings, track issues and status updates
Maintain strong relationships with operations teams, logistics, billing, customer care, and vendors
Address operational concerns across products, billing, connectivity, and security
Problem Solving
Identify opportunities for continuous improvement
Apply critical thinking to resolve issues and root causes
Focus on global solutions for recurring problems
Escalate new business opportunities to account management
Basic Qualifications
Technical/Vocational certification or bachelor’s degree (or 1–3 years related experience)
Proficiency in Microsoft Office Suite (Excel, PowerPoint, Teams)
Strong time management and multitasking skills in a fast-paced environment
Ability to resolve issues with urgency
Flexibility to work non-standard hours
Effective customer-facing communication and teamwork
Broad knowledge of service delivery principles (ITIL, LEAN).
Preferred Qualifications:
Familiarity with Smartsheet, ServiceNow, Workday, SharePoint
Experience in SaaS, Digital Banking, ATM/ITM, or Financial Services
Offers of employment are conditional upon passage of screening criteria applicable to the job.
Company Benefits :
Private Health Insurance
Employee Referral Bonus Program
Wellbeing Resources
Baby Bonus
Life, Accident & Disability Insurance
Numerous opportunities for internal career pathing and advancement
Discounts for employees at NCR Atleos partners
EEO Statement
NCR Atleos…