Customer Success Manager
il y a 3 semaines
TITLE: Customer Operational Leader, Banking Customer Operations
LOCATION: Massy - France
GRADE: 11
Customer Success Manger (CSM)
The Customer Operational Leaders requires a high degree of skill in relationship management, analysis, and leadership as a customer facing services manager position focused on building long-term partnerships with NCR clients. The Customer Success Manager (CSM) is responsible for the operational health of their customer(s) and delivery excellence across NCR. You will lead customer monthly operational Reviews (QBR), driving project excellence functioning as the “air traffic controller” for all delivery and operational functions and improving the Net Promoter Score (NPS). The CSM is a proven leader who will drive operational excellence across their client(s). We are looking for an operations expert who consistently has their finger on the pulse of our day-to-day tactical operations. They are process oriented, ensure adherence to procedures, and can expertly navigate operational challenges.
In this role, delivering a “One NCR” approach is about giving customers a single NCR point of contact managing all aspects of NCR operational, execution and delivery across all functions of NCR to create a “One NCR” delivery experience driving the NCR operational health of our customers. The position is required to continually seek to build and enhance enduring relationships with customer while working to achieve a thorough understanding of their current and future business requirements; Required to promote customer confidence in the product and its Solutions. You will create, manage and develop and drive continuous improvements, providing customer-specific analysis leading to improved customer satisfaction, delivery fidelity and customer profitability.
In this role, One NCR is about giving customers one NCR point of contact from the time they report an incident until it's resolved, managing all aspects of NCR 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. Customer Success Manager role can be a stand-alone role or part of a dedicated Customer Support Services Team.
& 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/Wkly/Mthly/Qtrly
- Content:
- HDW/SW/MS/Projects
- Performance Metrics
- Bad Actors/Outliers
- Market Performance
- Entitlement/Billing
- Change Mgmt
- MyNCR Portal - MyNCR is NCR’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 & Training
- Profiles and passwords
- Workorder ESC/Monitoring
- Connection issues
- Service Performance Delivery of KPIs - Ensure data integrity within the NCR 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
- Customer Profit & Loss - NCR internal customer profit & loss management of account profitability.
- Steward of the CP&L plan
- Cost containment/improvements
- 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
-
-
Customer Success Manager
il y a 1 mois
Massy, France NCR Atleos Temps pleinTITRE: Customer Success Manager (CSM) Responsable opérationnel client, Opérations clients LIEU: Massy - France GRADE: 11 SOMMAIRE DU POSTE Les Responsables Opérationnel Clients (Customer Operational Leaders) exigent un haut degré de compétence en gestion des relations, en analyse et en leadership en tant que gestionnaire des services en contact...
-
Customer Success Manager
il y a 4 semaines
Massy, France NCR Atleos Temps pleinTITRE: Customer Success Manager (CSM) Responsable opérationnel client, Opérations clients LIEU: Massy - France GRADE: 11 SOMMAIRE DU POSTE Les Responsables Opérationnel Clients (Customer Operational Leaders) exigent un haut degré de compétence en gestion des relations, en analyse et en leadership en tant que gestionnaire des services en contact...
-
Customer Success Manager
il y a 1 mois
Massy, Île-de-France Carrefour Temps pleinLe saviez-vous:Nous rejoindre, c'est rejoindre l'un des leaders mondiaux de la distribution qui met l'accent au quotidien sur la diversité, la RSE et le digital, pour satisfaire nos clients et nos collaborateurs. En tant que partenaire premium des Jeux Olympiques et Paralympiques de Paris 2024, nous partageons les valeurs du sport en permettant à nos...
-
Customer Success
il y a 4 semaines
Massy, France AQUANTIS Temps pleinNotre client est un éditeur de logiciels gère qui développe des solutions innovantes pour le compte d’entreprises de taille et de culture diverses aussi bien dans les domaines publics que privé. Dans le cadre de son développement, notre client recherche un Customer Success & Support H/F pour un CDI. Le poste se situe à Massy (91). **Au sein de...
-
Partner Success Manager H/F
il y a 2 heures
MASSY, France Carrefour Temps pleinVous cherchez à travailler dans une entreprise dynamique où votre travail rime avec impact social et environnemental ? Bienvenue chez nous !Carrefour recherche pour sa Direction Carrefour Links un(e) :Partner Success Manager (F/H)BON À SAVOIR : CDI / CADRE niv 8 / Massy / ASAPDepuis 2021, Carrefour Links propose une offre de collaboration basée sur la...
-
Customer Success
il y a 4 semaines
Massy, France AQUANTIS Temps pleinNotre client est un éditeur de logiciels gère qui développe des solutions innovantes pour le compte d’entreprises de taille et de culture diverses aussi bien dans les domaines publics que privé. Dans le cadre de son développement, notre client recherche un Customer Success & Support H/F pour un CDD de 6 mois. Le poste se situe à Massy (91). **Au...
-
Partner Success Manager H/F
il y a 13 heures
MASSY, 91300, Palaiseau, France Carrefour Temps pleinVous cherchez à travailler dans une entreprise dynamique où votre travail rime avec impact social et environnemental ? Bienvenue chez nous !Carrefour recherche pour sa Direction Carrefour Links un(e) :Partner Success Manager (F/H)BON À SAVOIR : CDI / CADRE niv 8 / Massy / ASAPDepuis 2021, Carrefour Links propose une offre de collaboration basée sur la...
-
Account Manager
il y a 1 mois
Massy, France Avnet Temps pleinJob Summary: Our Avnet Silica sales team in Massy is looking for a Field Sales Executive focused on our core French customer base to achieve revenue and margin goals in assigned accounts. In this role, you will: - Serve as the primary point of contact for the customer interface to the company's resources that drives and supports high levels of customer...
-
Customer service intern FR
il y a 3 jours
Massy, France Reckitt Temps pleinCustomer service intern FR City: Massy We are ReckittHome to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality...
-
Customer Service Intern Fr
il y a 5 jours
Massy, France Reckitt Temps pleinHome to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a right and not a...
-
Customer Experience Manager
il y a 1 mois
Massy, France Carrefour France Temps pleinA propos de l'offre: La digital factory e-commerce Carrefour France conçoit et développe l'ensemble des assets digitaux permettant d'offrir à nos Clients et collaborateurs une expérience omnicanale parmi les meilleures du marché, au service d'une très forte croissance en e-commerce en multicanal. Cette Valeur est au cœur de notre culture de...
-
Customer Experience Manager
il y a 1 mois
Massy, France Carrefour Temps plein**A propos de nous**: La digital factory e-commerce Carrefour France conçoit et développe l'ensemble des assets digitaux permettant d'offrir à nos Clients et collaborateurs une expérience omnicanale parmi les meilleures du marché, au service d'une très forte croissance en e-commerce en multicanal. Cette Valeur est au cœur de notre culture de...
-
Senior Strategic Account Manager South EMEA
Il y a 2 mois
Massy, France Ivalua Temps pleinSENIOR STRATEGIC ACCOUNT MANAGER South EMEA (m/f)Ivalua is a leading provider of cloud-based procurement solutions globallyTHE OPPORTUNITYThe Strategic Account Manager (SAM) is an integral part of Ivalua’s Sales organization. This person is responsible for deepening Ivalua’s relationship within our larger established customers and growing the footprint...
-
Customer Service Representative
il y a 1 semaine
Massy, France NATUS MEDICAL SAS Temps pleinNous recherchons un: **Customer Service Representative (h/f)** Au sein de l'entité française de Natus Sensory, **Natus Medical SAS**, vous serez responsable de la saisie des commandes accessoires de nos clients français et du standard en tant que **Customer Service Representative (h/f)** sous la supervision du Manager de l'équipe SAV France et du...
-
Customer Team Head France in Enterprise Sales
il y a 2 jours
Massy, France NOKIA Temps plein**Come create the technology that helps the world act together** Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves...
-
Senior Strategic Account Manager South EMEA H/F
il y a 1 heure
MASSY, France Ivalua Temps pleinSENIOR STRATEGIC ACCOUNT MANAGER South EMEA (m/f)Ivalua is a leading provider of cloud-based procurement solutions globallyTHE OPPORTUNITYThe Strategic Account Manager (SAM) is an integral part of Ivalua's Sales organization. This person is responsible for deepening Ivalua's relationship within our larger established customers and growing the...
-
Massy, Île-de-France Reckitt Temps pleinWe are Reckitt Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a...
-
Key Account Manager
il y a 4 semaines
Massy, France LE CABRH Temps pleinLe CabRH recherche pour l'un de ses clients un Customer Success Manager H/F pour un CDI au sein d'un éditeur de logiciel et de matériels de systèmes d’encaissement leader sur son marché basé à Massy. **Description de l'entreprise**: Editeur de logiciel et concepteur de matériels de systèmes d’encaissement pour le secteur de la restauration. A...
-
Massy, France Reckitt Temps pleinWe are Reckitt Home to the world's best loved and trusted hygiene, health, and nutrition brands. Our purpose defines why we exist: to protect, heal and nurture in the relentless pursuit of a cleaner, healthier world. We are a global team united by this purpose. Join us in our fight to make access to the highest quality hygiene, wellness, and nourishment a...
-
Civil Support Sales Manager H/F
il y a 2 heures
MASSY, France SAFRAN Temps pleinThe mission consists in developing the commercial activities with the repair of equipment, the spare, the pooling and the services in direct relationship with the final users (airlines and operators, MRO's, service providers and distributors).For this purpose, he/she has to :- Answer the requests for bid raised by the customers in the area (build the...
