Account Support Manager

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.

Job Description

Position Summary

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.

Key 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.

Education:

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

Preferred (but not required)

• 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

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Full time employee benefits include:

• Medical Insurance

• Dental Insurance

• Life Insurance

• Vision Insurance

• Short/Long Term Disability

• Paid Vacation

• 401k

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.