Customer Management Analyst

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.

Job Title: Customer Management Analyst
Location: Cairo, Egypt

Job Summary:

The Customer Management Analyst serves as the primary point of contact for customers from incident reporting through resolution, ensuring the effective delivery of services and a seamless customer experience. This role is responsible for managing customer service engagements, coordinating cross-functional teams, and driving timely issue resolution while adhering to service commitments and contractual obligations. The analyst leverages a strong understanding of service operations, systems, policies, and customer agreements to identify appropriate resolution paths and escalate issues as needed. Additionally, the role focuses on analyzing service performance, improving customer satisfaction, enhancing service quality, and supporting profitability through continuous improvement initiatives. By applying ITIL best practices, the Customer Management Analyst proactively assesses customer environments, identifies opportunities for operational improvements, and fosters long-term customer success and loyalty.

KEY AREAS OF RESPONSIBILITY:

• Client Governance - Top priority is customer satisfaction. Establish an aligned governance model with your client(s). Cadence drives service performance, engagement, and ongoing improvements. Daily interactions, delivering services contract terms during the lifecycle of the agreement.

  • Governance Model

  • Frequency: Daily/Weekly/Monthly/Quarterly

  • Content:

    • HDW/SW/MS/Projects

    • Performance Metrics

    • Bad Actors/Outliers

    • Market Performance

    • Entitlement/Billing

    • Change Mgmt

• Service Performance Delivery of KPIs - Ensure data integrity within the NCR ATLEOS systems. Performs reporting and prioritizes, maintains working relationships with client and internal organizations.

  • SLA performance results

  • Outlier Mgmt – aged Workorder

  • Client KPIs

  • Field Retrofit Order (FRO) 

• Entitlement – Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.

  • Endpoints registration

  • Proper coverage in delivery system

  • Time & Material billing/disputes

• Bad Actor & Chronic Units - Hardware that repeatedly fails to meet standards of quality and performance.

  • Revisit identification/improvements

  • Retrips isolation working with Field

  • Excessive failure rates of units

• Dispatch Avoidance - Eliminate dispatches through remote resolve, CIT, First Time Fix dispatch business rule tuning improvements.

  • Actions to eliminate workorders

  • Dispatch rule changes

  • CIT avoidance workorders

• Customer Engineer Support - Provide general and or account specific support to the customer engineer.

  • Environmental (electrical, CIT)

  • HDW/SW

  • Site prep/clearance

  • Site access, safety issue

  • Account procedures 

• AR Invoices - Accounts receivable are legal claims for payment collected within contract terms.

  • Billing disputes

  • Concession approvals

• SLA Penalties - Penalties assessed if SLA is breached.

  • Penalty reconciliation

  • Penalty avoidance

• Call Pack - Prepaid purchase of qty. of FLM calls per month, defined as service actions necessary to clear jams without the use of a tool and in 30 minutes or less. 

  • Monthly workorder mitigation

  • Over/under reporting

  • Right size call pack (WO usage)

• Parts & Logistics - Spare Parts Logistics consists of national, local or customer engineer trunk stock required to support the field. Understand the process and be proactive in ensuring parts are in the right place, right time working with Logistics.

  • Parts Availability

  • Parts Quality

  • Assumption of Service

• Basic Qualifications:

• Technical/Vocational certification or High School diploma or, 0-1 years of related experience.

• Detailed oriented, analytical, and/or technical experience, preferably within NCR ATLEOS services.

• Demonstrated proficiencies with Microsoft Office Suite software, excellent in Microsoft Excel.

• Excellent written and verbal communications skills.

• Ability to work in a fast-paced environment. multi-task, time management and organizational skills.

• Ability to identify and resolve issues with a sense of urgency.

• Ability to work as part of a team or independently.

• Willing to work non-standard business hours as required by
  customers.

• Fast learner.

• Strong MS Excel, Word, PowerPoint, and Copilot skills.
  
  Preferred SKILLS:

• Experience in the various NCR ATLEOS Lines of Businesses

• Experience of working in a managed services or outsourcing environment

• IM

• Cash Management

• CIT Management

• Availability Analytics

#LI-RM1 / #LI-SM1

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

Statement to Third Party Agencies

To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.