Customer Relationship Analyst

About NCR VOYIX

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.

Title: Customer Relationship Analyst

Grade: 9

As a Customer Relationship Analyst, you will be the single point of contact for customers, managing all aspects of NCR Voyix Services delivery. Your goal is to enhance customer satisfaction, service fidelity, and profitability through thorough analysis and proactive actions. You will leverage ITIL practices to resolve customer issues and continuously improve their environment.

Key Responsibilities:
Client Governance:

- Establish and maintain an aligned governance model with clients.
- Drive service performance, engagement, and ongoing improvements through regular interactions.
- Deliver services as per contract terms throughout the agreement lifecycle.

MyNCR Portal:

- Train clients on using the MyNCR portal for creating, escalating, and updating workorders.
- Ensure clients can view invoices and resolve connection issues.

Service Performance Delivery:

- Ensure data integrity within NCR Voyix systems.
- Report and prioritize service performance metrics.
- Maintain strong relationships with clients and internal teams.

Entitlement Management:

- Ensure accurate and timely asset entitlement.
- Manage endpoints registration and proper coverage in the delivery system.
- Handle time and material billing disputes.

Bad Actor & Chronic Units:

- Identify and improve hardware that fails to meet quality and performance standards.
- Work with field teams to isolate and address excessive failure rates.

Dispatch Avoidance:

- Eliminate unnecessary dispatches through remote resolution and business rule improvements.
- Implement actions to reduce workorders and optimize dispatch rules.

Customer Engineer Support:

- Provide support for environmental, hardware, software, and site access issues.
- Ensure adherence to account procedures and safety standards.

Accounts Receivable Invoices:

- Resolve billing disputes and approve concessions.
- Reconcile and avoid SLA penalties.

Call Pack Management:

- Mitigate monthly workorders and ensure accurate reporting.
- Adjust call pack sizes based on usage.

Parts & Logistics:

- Ensure parts availability and quality.
- Proactively manage spare parts logistics to support field operations.

Qualifications:

- Technical/Vocational certification or High School diploma.
- 2-5 years of related experience.
- Detail-oriented with strong analytical and technical skills.
- Proficient in Microsoft Office Suite, especially Excel and PowerPoint.
- Excellent written and verbal communication skills.
- Ability to work in a fast-paced environment, multitask, and manage time effectively.
- Strong problem-solving skills and a sense of urgency.
- Ability to work independently or as part of a team.
- Willingness to work non-standard business hours as required.

Preferred Skills:

- Experience with NCR Voyix Lines of Businesses.
- Managed services or outsourcing experience.
- Understanding of field service delivery programs and processes.
- Knowledge of Oracle Field Service structure.
- Familiarity with data visualization tools (Tableau, QlikView, MicroStrategy, Power BI).
- Knowledge of SQL and Python for analysis.

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

EEO Statement

Integrated into our shared values is NCR Voyix’s commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age,