Client Operations Leader

hace 4 días

Madrid, España NCR A tiempo completo

TITLE**:Client Operations Leader (COL)**

LOCATION: Sevilla, Barcelona, Madrid. SPAIN

**Think you know NCR? Think again - We have been reinvented**
We are NCR, a global tech company—and we run the everyday transactions that **make your life easier **. We’re the world leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With our software, hardware, and portfolio of services, we make more than 700 million transactions possible every day.

By continually learning about—and pioneering—how the world interacts and transacts, we’re helping our customers not only reach their goals but also change the way all of us shop, eat, travel, bank, and connect. Together, we are shaping the future.

***
The Client Operations Leader (COL) requires a high degree of skill in relationship management, analysis, and leadership as a customer-facing services executive position focused on building long-term partnerships with NCR clients. The COL is responsible for the operational health of their customer(s) and delivery excellence across NCR. You will lead customer Business Reviews, driving project excellence functioning as the “air traffic controller” for all delivery and operational functions and improving the Net Promoter Score (NPS). Lead the onboarding, utilization, and penetration of services/features available in subscription creating value realization for the client to ensure renewal. The COL is a proven leader who will drive operational excellence across their client(s). This position requires an understanding of leadership, strategic vision, and a high level of business savvy. 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 customers 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. Must be able to quickly identify next steps in the problem resolution. You will create, manage and develop and drive continuous improvements, providing customer-specific analysis leading to improved customer satisfaction, delivery fidelity, and customer profitability.

**KEY AREAS OF RESPONSIBILITY**:

- Own the key delivery execution relationship with the customer.This includes order through fulfillment and is responsible for ensuring all products and services that are cross sold are delivered to maintain customer satisfaction
- Building strong relationship with customer leadership, NCR Sales & Account teams, NCR’s manufacturing & supply chain leadership, services, and professional services teams
- The position is required to provide thought leadership and technical and/or industry expertise around delivery enabling profitable growth for assigned customer accounts
- Schedule and conduct regular meetings with customers to review delivery quality, plan and ensure new product & services quality assumptions, discuss customer-specific service issues, seek to uncover new NCR opportunities, and ensure the integrity of all account information
- Drive performance in critical KPIs including On-Time In Full (OTIF), as sold vs. as delivered margin, and execution of field deployment.
- Monitor, drive, and analyze key performance metrics and supporting customer feedback
- Required to continually build and enhance enduring relationships with key customer interfaces while working to achieve a thorough understanding of their current and future requirements
- Seek out and support sales and marketing opportunities, assist NCR salespeople with account information gathering for any sales motion and proposals
- Take active measures to identify additional customer opportunities and engages NCR sales resources
- Assumes full vibility for the overall success of all projects, products & services through deployment for their clients
- Put action plan in place to resolve issues or to escalate issues to senior/executive management as necessary to ensure successful resolution for the client.
- Has oversight of Program Management Process from Concept Phase through Deployment
- Control policies, procedures, and best practices for operations.
- Develops common direction for the team. Sets priorities and makes team agenda and strategy clear to all team members

,

**POSITION CORE COMPETENCIES**:

- Building Organizational Talent (diversity)
- Business Acumen
- Global account management (Muli countries)

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