Account Support Manager

NCR Atleos

About The Position

The primary responsibility of this role is to ensure exceptional customer satisfaction through effective client governance, accurate service delivery, and proactive management of all operational components within the service lifecycle. This position acts as the central point of coordination between the client, internal service teams, and NCR Atleos systems to ensure contractual commitments, service performance, and continuous improvement initiatives are consistently met.

Requirements

Minimum Requirement Bachelor’s degree in Business Administration, Information Technology, Operations Management, or a related field OR Equivalent combination of education and relevant professional experience

Nice To Haves

Coursework or certifications in: Project Management (e.g., CAPM or PMP preferred)
IT Service Management (e.g., ITIL Foundation)
Data Analytics or Reporting Tools (Excel, Power BI, etc.)
Customer Success or Client Relationship Management

Responsibilities

Client Governance Maintain strong client relationships through structured meeting cadences. Review service performance, metrics, billing, change management, and operational updates.
MyNCRAtleos Portal Support Train and support customers on workorder creation, escalation, updates, and invoice access. Manage account setup, credentials, and portal access issues.
Service Performance & KPIs Ensure data accuracy across NCR Atleos systems. Monitor SLA results, manage aged workorders, and track client‑specific KPIs. Support Field Retrofit Orders (FRO).
Entitlement Management Maintain accurate asset coverage and contract entitlements. Support time & materials billing and dispute resolution.
Bad Actor & Chronic Unit Review Identify recurring hardware failures and partner with Field Services on corrective actions.
Dispatch Avoidance Reduce unnecessary dispatches through remote resolution and CIT opportunities. Recommend and implement business rule improvements.
Customer Engineer Support Provide field engineers with guidance on environmental issues, site prep, access, and account-specific procedures.
Billing & Penalty Management Assist with billing disputes, concessions, and SLA penalty reconciliation.
Call Pack Oversight Monitor usage, address over/under reporting, and recommend adjustments.
Parts & Logistics Coordination Ensure parts availability and quality through proactive engagement with Logistics.