Customer Success Analyst
At a glance
Mid-level Customer Success role at NCR Atleos. Belgrade · full-time.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Prepare customer performance reports with accurate SLA and other service metrics
- Protect customer data quality across service delivery, billing and reporting workflows
- Triage service problems, involve the right internal teams and keep customers updated
- Manage client expectations, communicate location-specific SLA needs and attend required meetings
- Guide customers toward approved escalation contacts and help desks when standard processes fail
What you bring
- A university degree or at least one year in an analytical or customer service position
- Strong spoken and written English for direct customer and internal communication
- Proficiency with Microsoft Word and Excel, plus general computer skills
- Analytical or technical experience, preferably in NCR Services
Who this fits
This role suits someone who can coordinate across customer, service delivery and account teams while handling several urgent issues at once. You’ll be based in Belgrade on a hybrid schedule and must support customers across all US time zones. Customer needs may require non-standard working hours, and the role works with colleagues in multiple locations.
From the employer
About NCR Atleos
NCR 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. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces® list.
TITLE: Customer Success Analyst
LOCATION: Belgrade, Serbia - hybrid
GRADE: 8
POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:
Account Support Analyst is responsible for serving as a point of contact for client interactions providing customer specific analysis, leading to improved service fidelity and customer profitability.
This position is responsible for Customer Escalation Management, Database and Configuration Management and Generating Reports on Customer Performance.
Specifically, position maintains working relationships with all client operation and service delivery teams;
Position requires a thorough understanding of ACS systems, operations and policies, and customer contract specifics that are used to resolve customer problems;
Works cross-functionally to help clients continue to achieve superior operational performance.
Responsibilities include:
- Assisting and working alongside Executive Service Managers and Senior Service Analysts
- Preparing standard reports and ensuring SLA and other metrics are presented accurately.
- Ensuring customer data integrity for service delivery, billing and reporting.
- Ability to quickly determine next steps in problem resolution process, involving the necessary internal parties and timely updating the customer on the progress;
- Managing client expectations and service requirements.
- Communicating specific SLA (Service Level Agreement) requirements to specific locations.
- Attending vendor and customer meetings when required;
- Ensure that the customer uses the proper primary escalation contacts/processes within Services
- Works with customer help desks on specialized activities when normal NCR processes are failing
- Other job-related duties as assigned.
Basic Qualifications:
- Minimum of University degree or 1 year of experience in analytical/customer services role.
- Proficient English Level (both verbal and written).
- Needs to be available for all US Time Zones to coordinate with Customers and Account team. May need to adjust as account responsibilities dictate.
- Excellent communication skillset to interface directly with external customers and internal NCR parties
- Analytical and/or technical experience, preferably within NCR Services
- General computer skills required; Microsoft Word/Excel proficiency
Specific skills & proficiency level:
- Ability to work in a fast-paced environment and multi-task. Good time management and organizational skills
- Ability to identify and resolve issues with a sense of urgency
- Preferable knowledge of Salesforce, SAP EDW, Oracle systems, NCDM, MACC, Invoice Engine and other applicable systems
- Detail oriented
- Willing to work non-standard business hours as required by customers
- Works well under pressure
- Team player – ability to work with colleagues in multiple locations
Offers of employment are conditional upon passage of screening criteria applicable to the job.
Company Benefits:
Private Health Insurance
Employee Referral Bonus Program
Wellbeing Resources
Baby Bonus
Life, Accident & Disability Insurance
Numerous opportunities for internal career pathing and advancement
Discounts for employees at NCR Atleos partners
EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
By applying to NCR Atleos jobs, you acknowledge that the terms of the NCR Atleos Applicant Privacy Notice (Applicant Privacy Policy | NCR Atleos) will govern the collection and use of your Personal Data. This notice supplements NCR Atleos Privacy Policy, which is available at www.ncratleos.com/privacy
Statement to Third Party Agencies
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
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