Customer Success Manager

About NCR VOYIX

NCR Voyix Corporation (NYSE: VYX) is a global platform-powered leader in unified commerce for shopping and dining. Combining a flexible, intelligent platform with end-to-end payments capabilities and services developed through its deep industry experience, NCR Voyix empowers retailers and restaurants to accelerate new possibilities for their operations, experiences and business outcomes. NCR Voyix is headquartered in Atlanta, Georgia, and serves customers in more than 35 countries worldwide.

Position Summary

The Customer Relationship Manager acts as the primary NCR Voyix point of contact for customers from incident reporting through resolution. The role focuses on customer satisfaction, service delivery management, operational performance, profitability, and relationship governance. The individual must leverage ITIL practices, manage service performance, support field operations, and identify continuous improvement opportunities.

Key Responsibilities

• Customer governance and relationship management
• KPI and service performance reporting
• Reduce unnecessary field dispatches and optimize service delivery
• Support and coordinate with field technicians
• Manage customer P&L and profitability
• Lead and influence teams across functions
• Identify and develop sales opportunities within existing accounts
• Maintain and manage customer databases accurately
• Drive continuous service improvement initiatives
• Act as escalation point for customer issues and service concerns

Required Qualifications

Education

Bachelor's degree in Business Administration, Information Systems, Systems Analysis, or related field

Language

Advanced English (mandatory)

Technical Skills

• Service management tools
• Microsoft Office Suite
• Advanced Excel
• Data visualization tools (preferred)
• Understanding of ITIL processes and service management practices

Preferred Experience

• Customer Success / Customer Relationship Management
• IT Services or Managed Services environment
• Service Delivery Management
• Operations Management
• P&L ownership or financial management
• Stakeholder management
• Performance reporting and analytics

Key Competencies

• Customer centricity
• Problem-solving and analytical thinking
• Communication and presentation skills
• Leadership and collaboration
• Financial acumen
• Process improvement mindset
• Escalation and incident management
• Negotiation and influencing skills

Ideal Candidate Profile

A candidate with:

• 5+ years of experience in Customer Success, Service Delivery, Account Management, or Customer Relationship Management
• Experience managing enterprise customers
• Strong KPI reporting and business review experience
• Advanced Excel and data analysis skills
• Proven ability to manage customer escalations and service operations
• Experience working with technical and field service teams
• Strong English communication skills