.About NCR AtleosNCR 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.In this role, One NCR ATLEOS is about giving customers one NCR ATLEOS point of contact from the time they report an incident until it's resolved, managing all aspects of NCR ATLEOS Services delivery to the client. Providing analysis and actions leading to improved customer satisfaction, improved service fidelity and profitability. You must have a thorough understanding of Services Systems, Operations, Policies, and Customer Contract Specifics that are used to resolve customer situations. Must be able to quickly identify next steps in the problem resolution process leveraging ITIL practices. Actively assess the customers environment and proactively identify actions for continuous improvements. Account Support Manager role can be a stand-alone role or part of a dedicated Customer Support Services Team.POSITION SUMMARY & 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 ModelFrequency: Daily/Wkly/Mthly/QtrlyContent:HDW/SW/MS/ProjectsPerformance MetricsBad Actors/OutliersMarket PerformanceEntitlement/BillingChange MgmtMyNCR Portal - MyNCR is NCR ATLEOS's customer portal that gives customers access to create workorders. Client training to ensure they can create, escalate and update workorders and view invoices.Customer set up & TrainingProfiles and passwordsWorkorder ESC/MonitoringConnection issuesService 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 resultsOutlier Mgmt – aged WorkorderClient KPIsField Retrofit Order (FRO)Entitlement – Entitlement is what a customer is entitled to under their service contract. Accurate and timely asset entitlement is paramount.Endpoints registrationProper coverage in delivery systemTime & Material billing/disputesBad Actor & Chronic Units - Hardware that repeatedly fails to meet standards of quality and performance.Revisit identification/improvementsRetrips isolation working with FieldExcessive failure rates of unitsDispatch Avoidance - Eliminate dispatches through remote resolve, CIT, First Time Fix dispatch business rule tuning improvements.Actions to eliminate workordersDispatch rule changesCIT avoidance workordersCustomer Engineer Support - Provide general and or account specific support to the customer engineer