Account Support Manager - 帐户支持经理
安迅（北京）金融设备系统有限公司
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：计算机硬件 计算机服务(系统、数据服务、维修)
职位信息
- 发布日期：2017-11-24
- 工作地点：北京
- 工作经验：无工作经验
- 职位月薪：1.5-2万/月
- 职位类别：客服经理
职位描述
职位描述：
NCR公司（纽约证券交易所股票代码：NCR）是全球消费者交易技术领域的领导者，将日常互动与企业转化为非凡的体验。凭借其软件，硬件和服务组合，NCR每天在零售，金融，旅游，酒店，电信和技术以及小型企业中实现近7亿笔交易。 NCR解决方案运行日常交易，使您的生活更轻松。 NCR总部位于佐治亚州德卢斯，拥有约29,000名员工，在180个国家开展业务。
1）服务交付
?深入了解合同范围和服务交付成果。
?监督和确保合同SLA的符合。
?向服务提供团队提供具有结构化SOW的帐户特定服务信息。
?向服务交付团队传达特定的SLA要求。
?确保客户具体项目
?向客户传达服务范围，并向客户解释任何超出范围的服务。
?分析标准报告，寻找趋势，并向现场支持组织和/或客户提供操作改进建议。
?在需要时参与重症监护流程。
?与相应的现场运营总监或管理服务中心合作，制定并实施运营改进计划。
2）客户关系管理
?寻求建立和加强与关键客户界面的持久关系。
?彻底了解客户的要求。
?提高客户对NCR的信心，这将导致长期业务协议。
?检查客户服务台的质量，并在必要时协调其他培训和/或流程变更
?维护客户关系并遵守客户流程变更
3）运营挑战/改进
?与供应商和客户进行定期审查。
?与服务提供团队（即AMC / FSC和FSM）进行定期审查。
?表示特定于帐户的性能，并与SLA的合规性要求相匹配。
?确保客户在NCR服务中使用正确的主要升级联系人。
?担任客户负责人，针对完全失败的服务升级，并修复已破解的帐户特定升级流程。
?对问题进行根本原因的业务分析。
4）帐户信息的完整性
?确保变更控制，升级，开具发票和应收账款的流程符合正确的流程。
?在服务订单管理流程中支持计费运营中心（BOC）;中行根据要求聘请重大事项。
EEO声明
纳入我们共同的价值观是NCR对多元化的承诺。 NCR致力于成为一个全球包容的公司，在这个公司中，所有人都得到公平的待遇，以个性得到认可，在业绩的基础上进行推动，并鼓励他们努力发挥自己的潜力。我们相信理解和尊重所有人之间的分歧。 NCR不基于性别，年龄，种族，肤色，信仰，宗教信仰，国籍，残疾，性取向，退伍军人身份，兵役，遗传信息或受法律保护的任何其他特征或行为，对就业进行歧视。 NCR的每个人都有责任尊重和支持全球多元化的环境。
向第三方机构的声明
致所有招聘机构：NCR只接受NCR首选供应商名单上的机构简历。请不要将简历转发给我们的申请人跟踪系统，NCR员工或任何NCR设施。 NCR不负责与未经请求的简历相关的任何费用或收费。
NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Duluth, Georgia, with approximately 29,000 employees and does business in 180 countries.
1) Service delivery
? Thorough understanding of the Contract scope and service deliverables.
? Monitoring and Ensuring Contract SLA’s are met.
? Provides Account specific Service information with structured SOW to the Service delivery team.
? Communicate specific SLA requirements to the Service delivery team.
? Ensure customer specific projects
? Communicate the Scope of Service to the customer and explain any Out-of-Scope services rendered to the customer.
? Analyze Standard Reports, look for trends, and provide recommendations for operational improvements to the Field Support Organizations and /or customer.
? Participate in the Critical Care Process when needed.
? Work with the appropriate Field Operations Director or Managed Service Center to develop and implement an operational improvement plan.
2) Customer relationship management
? Seek to build and enhance enduring relationships with key customer interfaces.
? Achieve a thorough understanding of customer requirements.
? Promote customer confidence in NCR, which will lead to long-term business agreements.
? Review quality of customer's help desk and coordinate additional training and/or process changes if necessary
? Maintain customer relations and observe customer process changes
3) Operational Challenges / Improvements
? Regular reviews with vendor and customer.
? Regular reviews with Service delivery teams i.e. AMC / FSC and FSMs.
? Represent account-specific performance and match to SLA requirements for compliance.
? Ensure that the customer uses the proper primary escalation contacts within NCR Services.
? Serve as Customer Champion for service escalations that have completely failed, and fix account-specific escalation processes that are broken.
? Perform root cause business analysis of problems.
4) Account information integrity
? Ensure that the proper processes are being followed for Change control, escalation, invoicing and A/R.
? Support the Billing Operations Center (BOC) in the Service Order Management process; engage as requested by BOC for major issues.
EEO Statement
Integrated into our shared values is NCR’s commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.
NCR公司（纽约证券交易所股票代码：NCR）是全球消费者交易技术领域的领导者，将日常互动与企业转化为非凡的体验。凭借其软件，硬件和服务组合，NCR每天在零售，金融，旅游，酒店，电信和技术以及小型企业中实现近7亿笔交易。 NCR解决方案运行日常交易，使您的生活更轻松。 NCR总部位于佐治亚州德卢斯，拥有约29,000名员工，在180个国家开展业务。
1）服务交付
?深入了解合同范围和服务交付成果。
?监督和确保合同SLA的符合。
?向服务提供团队提供具有结构化SOW的帐户特定服务信息。
?向服务交付团队传达特定的SLA要求。
?确保客户具体项目
?向客户传达服务范围，并向客户解释任何超出范围的服务。
?分析标准报告，寻找趋势，并向现场支持组织和/或客户提供操作改进建议。
?在需要时参与重症监护流程。
?与相应的现场运营总监或管理服务中心合作，制定并实施运营改进计划。
2）客户关系管理
?寻求建立和加强与关键客户界面的持久关系。
?彻底了解客户的要求。
?提高客户对NCR的信心，这将导致长期业务协议。
?检查客户服务台的质量，并在必要时协调其他培训和/或流程变更
?维护客户关系并遵守客户流程变更
3）运营挑战/改进
?与供应商和客户进行定期审查。
?与服务提供团队（即AMC / FSC和FSM）进行定期审查。
?表示特定于帐户的性能，并与SLA的合规性要求相匹配。
?确保客户在NCR服务中使用正确的主要升级联系人。
?担任客户负责人，针对完全失败的服务升级，并修复已破解的帐户特定升级流程。
?对问题进行根本原因的业务分析。
4）帐户信息的完整性
?确保变更控制，升级，开具发票和应收账款的流程符合正确的流程。
?在服务订单管理流程中支持计费运营中心（BOC）;中行根据要求聘请重大事项。
EEO声明
纳入我们共同的价值观是NCR对多元化的承诺。 NCR致力于成为一个全球包容的公司，在这个公司中，所有人都得到公平的待遇，以个性得到认可，在业绩的基础上进行推动，并鼓励他们努力发挥自己的潜力。我们相信理解和尊重所有人之间的分歧。 NCR不基于性别，年龄，种族，肤色，信仰，宗教信仰，国籍，残疾，性取向，退伍军人身份，兵役，遗传信息或受法律保护的任何其他特征或行为，对就业进行歧视。 NCR的每个人都有责任尊重和支持全球多元化的环境。
向第三方机构的声明
致所有招聘机构：NCR只接受NCR首选供应商名单上的机构简历。请不要将简历转发给我们的申请人跟踪系统，NCR员工或任何NCR设施。 NCR不负责与未经请求的简历相关的任何费用或收费。
NCR Corporation (NYSE: NCR) is the global leader in consumer transaction technologies, turning everyday interactions with businesses into exceptional experiences. With its software, hardware, and portfolio of services, NCR enables nearly 700 million transactions daily across retail, financial, travel, hospitality, telecom and technology, and small business. NCR solutions run the everyday transactions that make your life easier. NCR is headquartered in Duluth, Georgia, with approximately 29,000 employees and does business in 180 countries.
1) Service delivery
? Thorough understanding of the Contract scope and service deliverables.
? Monitoring and Ensuring Contract SLA’s are met.
? Provides Account specific Service information with structured SOW to the Service delivery team.
? Communicate specific SLA requirements to the Service delivery team.
? Ensure customer specific projects
? Communicate the Scope of Service to the customer and explain any Out-of-Scope services rendered to the customer.
? Analyze Standard Reports, look for trends, and provide recommendations for operational improvements to the Field Support Organizations and /or customer.
? Participate in the Critical Care Process when needed.
? Work with the appropriate Field Operations Director or Managed Service Center to develop and implement an operational improvement plan.
2) Customer relationship management
? Seek to build and enhance enduring relationships with key customer interfaces.
? Achieve a thorough understanding of customer requirements.
? Promote customer confidence in NCR, which will lead to long-term business agreements.
? Review quality of customer's help desk and coordinate additional training and/or process changes if necessary
? Maintain customer relations and observe customer process changes
3) Operational Challenges / Improvements
? Regular reviews with vendor and customer.
? Regular reviews with Service delivery teams i.e. AMC / FSC and FSMs.
? Represent account-specific performance and match to SLA requirements for compliance.
? Ensure that the customer uses the proper primary escalation contacts within NCR Services.
? Serve as Customer Champion for service escalations that have completely failed, and fix account-specific escalation processes that are broken.
? Perform root cause business analysis of problems.
4) Account information integrity
? Ensure that the proper processes are being followed for Change control, escalation, invoicing and A/R.
? Support the Billing Operations Center (BOC) in the Service Order Management process; engage as requested by BOC for major issues.
EEO Statement
Integrated into our shared values is NCR’s commitment to diversity. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. NCR does not discriminate in employment based on sex, age, race, color, creed, religion, national origin, disability, sexual orientation, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.
职能类别： 客服经理
公司介绍
NCR 公司（纽约证券交易所股票代码为NCR）位列世界财富500 强，成立于1884 年，总部位于美国乔治亚州的德卢斯市，全球员工 22,000 人，是一家全球性技术公司，是全球自动柜员机、自助结帐系统以及其他自助和辅助服务解决方案的领导厂商，在100 多个国家和地区有1100 多个分公司，拥有30 多个研究开发中心和5 个生产基地，中国的北京工厂、匈牙利的布达佩斯工厂和印度的本地治里（Pondicherry）工厂, 美国佐治亚州哥伦布市工厂以及巴西玛瑙斯市工厂。年营业额50 亿美元，业务遍及世界 100 多个国家和地区。
NCR 拥有 130 年的经验，引领全球实现业务关联、互动和交易处理。NCR 的辅助及自助服务解决方案和全方位支持服务满足金融、零售、旅游、酒店、娱乐、博彩、公共机构、电信运营商和设备组织等各行业需求。如今我们已拥有 2,000 多项专利，有 1,000 多项专利正在申请中，而且我们先进的工程实验室还在不断研究下一代的客户互动解决方案。
联系我们
北京办公室：北京市朝阳区东三环中路24号乐成中心
北京工厂：北京经济技术开发区宏达北路
上海办公室：上海市淮海中路398号博银大厦
上海客服中心：上海市浦东新区峨山路91弄120号
广州办公室：广州市天河区林和西路161号中泰国际广场
NCR 拥有 130 年的经验，引领全球实现业务关联、互动和交易处理。NCR 的辅助及自助服务解决方案和全方位支持服务满足金融、零售、旅游、酒店、娱乐、博彩、公共机构、电信运营商和设备组织等各行业需求。如今我们已拥有 2,000 多项专利，有 1,000 多项专利正在申请中，而且我们先进的工程实验室还在不断研究下一代的客户互动解决方案。
联系我们
北京办公室：北京市朝阳区东三环中路24号乐成中心
北京工厂：北京经济技术开发区宏达北路
上海办公室：上海市淮海中路398号博银大厦
上海客服中心：上海市浦东新区峨山路91弄120号
广州办公室：广州市天河区林和西路161号中泰国际广场
联系方式
- 公司地址：上班地址：淮海中路398号博银大厦